# Wrangle for Slack

### Step 1: Connect Slack to Wrangle

Before you can start managing tickets, you'll need to connect Wrangle to your Slack workspace. This takes just a few clicks.

[**Install Wrangle in Slack** ](https://docs.wrangle.io/~/revisions/xm0jayw05byBY8bJjjVs/tickets/slack-installation-process)

### Step 2: Create your first Inbox in Wrangle

An Inbox is a collection of related tickets that are worked on by a specific set of Agents (team members who can assign and resolve tickets). Think of it as a folder for organizing your support requests. [Setting up your inbox](https://docs.wrangle.io/~/revisions/yQdtavUu3XlWg8BivjVb/tickets/setting-up-your-inbox) takes just a few minutes and gets you ready to start managing tickets right away. 

<figure><img src="/files/hJhKwhohGiHspVA21sjM" alt="Inbox page"><figcaption></figcaption></figure>

**What you'll need:**

* A name for your inbox (e.g., "IT Help Desk" or "Customer Support")
* Team members to assign as agents

**Why you might want multiple Inboxes:**

Different teams often need separate inboxes to manage their tickets independently. For example:

* **IT Help Desk** with IT analysts as agents
* **HR Questions** for the HR team
* **Customer Support** for your support team

You can also create specialized inboxes within a single team. For instance, an IT team might have separate inboxes for "IT Security" and "General IT Support" to route specific types of issues to the right specialists.

### Step 3: Turn Slack messages into tickets

Once your inbox is set up, you can [turn any Slack message into a ticket](https://docs.wrangle.io/~/revisions/tkMgcRwylvf1GG81MVcV/tickets/creating-tickets). This allows your team to track, prioritize, and resolve requests without losing context.

### Step 4: Manage tickets from Slack or the web

**Monitor and work on tickets from wherever you are:**

* **In Slack:** Claim, update, and resolve tickets directly in the thread.
* **Web dashboard:** Claim, update, and resolve tickets, view your full queue, and run reports.

***

### Working with tickets in Slack

#### Claiming tickets

When a new ticket is created, it appears as "Not assigned" with a "New" status. Agents can claim tickets by:

<figure><img src="/files/Q2STloPelj6GJvfI0zY7" alt="Unclaimed tickets will say &#x22;Not assigned&#x22; and have the &#x22;New&#x22; status"><figcaption></figcaption></figure>

* Replying in the thread
* Clicking "Claim it"
* Updating the ticket status

{% hint style="info" %}
If a claimed ticket is moved to a different inbox, the status will revert to "New" and it will be unassigned.
{% endhint %}

#### Setting priority and adding tags

Agents can also update the priority from Slack. The assigned priority will be visible in the ticket thread.

<figure><img src="/files/6tYGGnyDo99HDv0vlnJ9" alt=""><figcaption></figcaption></figure>

Additionally, agents can add tags to categorize each ticket.

<div><figure><img src="/files/98fbL4hogWEdoaSyf0aW" alt=""><figcaption><p>Use the three-dot menu to change tags</p></figcaption></figure> <figure><img src="/files/e0nUO0Mhh6HKJBsgudCz" alt=""><figcaption><p>Add existing tags from Slack, or open the web app to create a new one</p></figcaption></figure></div>

{% hint style="info" %}
If you'd like to add a tag that doesn't exist yet, you'll be redirected to our web app due to limitations with the Slack UI
{% endhint %}

#### Adding ticket followers

If someone besides the requester and agent wants to receive notifications about a ticket's progress, they can be added as a follower. Followers will get notifications about new messages and status updates in the ticket thread, or via DM if the inbox is [private](/tickets/private-ticketing.md).

Followers can be added from both Slack and the web. To add a follower from Slack, open the three-dot menu in the ticket thread, click "Change followers," then add their names.

<figure><img src="/files/iOHHOJUYmEfqmyjqlIX2" alt=""><figcaption><p>Add followers from Slack</p></figcaption></figure>

To add a follower from the web, [open the ticket](#managing-tickets-on-the-web), click "Add Followers," then add their names.

<figure><img src="/files/GsGauxGX78T5gK1HAzlm" alt=""><figcaption><p>Add followers from the web</p></figcaption></figure>

{% hint style="info" %}
Only the ticket requester, agents, admins, observers, and other followers can add or remove followers in a ticket.&#x20;
{% endhint %}


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.wrangle.io/tickets/getting-started-with-wrangle/wrangle-for-slack.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.