> For the complete documentation index, see [llms.txt](https://docs.wrangle.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.wrangle.io/tickets/getting-started-with-wrangle/wrangle-for-slack.md).

# 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.

[Installing Wrangle in Slack](/tickets/getting-started-with-wrangle/installing-wrangle-in-slack.md)

### 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 %}