Monitoring and Managing Tickets

Ticket statuses

• New - The ticket has not yet been claimed

• In progress - The ticket has been claimed and the agent is working on it

• On hold - The ticket is on hold before it can be resolved. Time spent in the On hold status will not count against your SLAs

• Resolved - The ticket has been completed with a resolution

• Closed - The ticket has been completed without a resolution

Closed and completed tickets can be reopened at any time. If the requester replies to a ticket that's been resolved or closed, the ticket status will automatically revert to "In Progress."

Ticket priority

The following priority levels are available for tickets and are universal across all inboxes. When using the tickets dashboard on the web, you can sort and filter by these values for all your tickets.

• Critical

• High

• Normal

• Low

By default, all new tickets will have their priority set as "Normal."

Ticket tags

Agents can add ticket tags from both the inbox settings and when working on a ticket directly in Slack or on the web. Use tags to understand what themes are responsible for the highest ticket volume.

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

Managing tickets on the web

To see all your tickets in one place, log in here, or click the "Wrangle Dashboard" button in the Wrangle Slack app. By default, you'll see all tickets from all inboxes.

View all tickets on the web

From this view you can:

• Sort by Newest, Oldest, Highest Priority, and Lowest Priority

• Show/hide Priority and CSAT

• Search for any ticket by keywords in its name

• Filter by Inbox, Tag, Requested By, Assignee, Status, Priority, CSAT, and Workspace (for customer support inboxes)

• Click on any ticket to respond directly to the thread

We sync comments between the Slack ticket thread and the Wrangle web app, so agents can work directly from the web app if they prefer having a single view of all their assigned tickets. Agents can also @mention users and format messages with bold, italics, and blockquotes, just like in Slack.

Any comments made from the web sync back to Slack, and vice versa.

If you set up your Wrangle inbox prior to March 2023, you will need to manually add Wrangle to your inbox channel in order to enable chat-syncing between the Wrangle web app and Slack. Learn more here.

Agents can also update the priority and tags from the web, which will update the thread in Slack.

Reply to an unassigned ticket to claim it, change the priority, and add tags from the web.

Using canned replies on the web

If your inbox has canned replies enabled in the inbox settings, you can use them to quickly respond to common requests from the Wrangle web app.

Canned replies are not available in Slack.

From the ticket view on the web, type / to see a list of available canned replies. You can also search the canned replies by name to pick the right one.

Type "/" to load a list of canned replies. Continue typing to search canned replies by name.

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.

Adding private notes to tickets

If your inbox is in a private channel, agents can add private notes to tickets.

Private notes are only visible to admins, observers, and agents. Read more about inbox user types and permissions here.

To add a private note from the web, click the lock icon above the text editor. The text editor will turn yellow and you'll see a note that says "Private notes are only visible to users who are admins, observers, or agents."

Add a private note from the web.

To add a private note from Slack, insert a lock emoji at either the start or end of your message. Wrangle will automatically convert the message into a private note.

Add a private note from Slack

You can use any of the following lock emojis to make your comment private:

:lock: :unlock:

:lock_with_ink_pen: :closed_lock_with_key:

Customer Satisfaction (CSAT) survey

If you have satisfaction surveys enabled from your inbox settings, then whenever a ticket is either closed or resolved, the requester will be prompted to rate their experience on a scale from 1-5, with 1 being "Not Satisfied" and 5 being "Satisfied."

The CSAT survey in Slack

After they've submitted their survey, their responses will be visible in the ticket view on the web, as well as in your ticket export.

Whenever a requester responds to the CSAT survey, find their response under "Satisfaction rating."

Due to the public nature of Slack channels, submitted CSAT responses will not be displayed in the thread.