Guide to Ticketing

Getting Started with Wrangle

Tickets are a lightweight way to assign, track, and resolve the many questions and requests your team gets in Slack. You can turn any Slack message into a ticket so that your team can track it. It's like an internal help desk that lives in your team chat.

Unlike workflows, tickets don't have to follow a rigid process. Instead, they have simple statuses like "In Progress" and "Resolved." You're free to resolve them however you need to.

Perfect for a team channel, like #ask-hr or #it-help-desk

Tickets are a perfect tool for helping manage a channel where people come to get help from your team.

These channels can be hard to manage when you have multiple team members responding to these questions. Without tickets, you have to:

• Click into every thread to make sure you have resolved every question or request

• Make sure to notify new on-call staff of pending issues

• Hope you don't miss anything

With ticketing, you have a dashboard that shows every inbound message. You can assign people to each one and track whether they have been resolved.

Collect tickets from anywhere in Slack

You can turn any message in Slack into a ticket, not just the messages in your team channel. Inevitably, someone will DM you or @-mention your team somewhere in Slack.

Once converted into a ticket, these requests turn into a Slack thread in your team channel. Everything is centralized, tracked, and made visible to the full team.

How to set up ticketing

First, you'll set up an Inbox. An Inbox is a folder for related tickets, which are worked on by a set of Agents (people who have authority to assign and resolve tickets). Learn more about Inboxes.

Next, you can turn any Slack message into a ticket.

Finally, you can monitor and manage tickets in the Tickets dashboard.

What is a Wrangle Inbox?

Why would I want multiple Inboxes?

Since Inboxes are different collections of tickets and agents, you might want different inboxes for:

• Different teams

• Different specializations

Inboxes for different teams

Different teams are going to want to see their tickets separately from those of other teams that might use Wrangle.

For example, you might have one Inbox called "IT Help Desk," with four IT analysts assigned as agents. IT-related tickets are funneled here for these agents to work on. Then, you might have a second Inbox called "HR Questions" for the HR team to manage their tickets.

Inboxes for different specializations

Even within one team, you might want different inboxes if members of the team work on different categories of issues.

For example, an IT team might have two agents that work on security-related questions. You might set up an Inbox for their tickets called "IT Security Help Desk." Then, the rest of the IT team might be part of a general Inbox for other kinds of IT issues.

Claiming and updating a ticket in Slack

Unclaimed tickets will say "Not assigned" and have the "New" status

Once a ticket has been created, agents can claim a ticket directly from the thread in Slack, either by replying in the thread, clicking "Claim it" or by updating the status.

If the ticket needs to go to a different team, agents can also click "Change inbox" to reassign it.

If a claimed ticket is moved to a different inbox, the status will revert to "New" and it will be unassigned.

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

Additionally, agents can add tags to categorize each ticket.

Use the three-dot menu to change tags

Add existing tags from Slack, or open the web app to create a new one

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

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.

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.

Add followers from Slack

To add a follower from the web, open the ticket, click "Add Followers," then add their names.

Add followers from the web

Only the ticket requester, agents, admins, observers, and other followers can add or remove followers in a ticket.

Ticketing Quick Links

• Setting up your inbox

• Ticket status

• Ticket priority

• Form fields

• Tags

• Ticket creation (manual or automatic)

• Customer satisfaction (CSAT)

• Export your ticket history

• Archive your inbox

• Request Approval