Private Ticketing

Inbox Settings

To create a private inbox for a private Slack channel, you’ll need to configure specific settings:

1. Go to the Settings Tab: Navigate to the Settings tab within your inbox settings.

2. Select Private Internal Ticketing: For the question, “How will you use this inbox?”, select Private Internal Ticketing. Use this option when the inbox is associated with a private Slack channel that the requester and followers may not always have access to.

When this setting is enabled, Wrangle will send requesters and followers direct messages when an agent replies to their ticket or when the ticket’s status changes.

Requester Views

You can control how much ticket information is visible to the requester:

• Limit Information Sharing: Toggle this option ON to restrict ticket details shared with the requester. When enabled, Wrangle will only share the ticket’s status and name with the requester. Other details, such as the assignee, priority, and SLA reminders, will remain hidden. Requester notifications will still work if they are enabled.

Requester Views in Slack:

Limited View

Regular View

Here is the view the requester will see in the Wrangle App when the toggle is ON:

Here is the view the requester will see in the Wrangle App when the toggle is OFF:

Wrangle and private channels

If your inbox channel is private, you’ll need to invite Wrangle to the channel before any tickets can be created. During setup, you can enable this by checking the box to automatically invite Wrangle.

Once this is set up, requesters will receive a direct message (DM) from Wrangle whenever they submit a ticket.

Adding private notes to tickets

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

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."

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.

How Requesters Track Tickets in Slack

Since the requester of the ticket is not a member of the private channel that the tickets are posted in, Wrangle will send them a DM via the Wrangle App. Here, the requester can look at just their ticket thread from that private channel without seeing other sensitive tickets.

In the threads here in the Messages tab, requesters can fully communicate back and forth with their agent about their ticket.

They can also simply view their ticket in their Created by Me filter and communicate via the thread there.

Replying to Tickets

Requesters will receive notifications as agents update and reply to their tickets. They can respond directly within their thread in the Wrangle App. All replies will seamlessly appear in the agent’s thread in the private channel associated with the inbox.