Guide to Ticketing
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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.
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.
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.
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). .
Since Inboxes are different collections of tickets and agents, you might want different inboxes for:
Different teams
Different specializations
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.
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.
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.
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.
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.
Next, you can .
Finally, you can monitor and manage tickets in the .
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 .
To add a follower from the web, , click "Add Followers," then add their names.
