Setting up Your Inbox

Watch this video to see how to set up your inbox and create tickets, or continue reading for a step-by-step guide:

To set up a new inbox, visit here and click "Create Inbox." Name your inbox and select a channel where you'd like new tickets to be posted.

We recommend having a dedicated help channel for your inbox, as opposed to adding it to a broad, company-wide channel like #general. For example, your channel might be called something like #ask-hr, #it-support, or #facilities-help. We recommend encouraging your colleagues to use this channel to ask questions, because your agents will be able to turn those questions into tickets.

Types of inbox

With Wrangle, there are three types of inbox you can set up: internal ticketing, private internal ticketing, and customer support. Each inbox type has different options for how ticket updates are shared with requesters, including how much ticket data requesters can see.

Inbox type	Where requesters see updates	Visibility options
Internal Ticketing	Threaded replies in the channel	Visible
Private Internal Ticketing	DM from Wrangle	Visible, Limited
Customer Support	Threaded replies in the channel	Visible, Limited, Silent

Visible inboxes mean all ticket data is shared with requesters, including agent replies, ticket status, priority, assignee, tags, SLA notifications, and more.

A "visible" ticket in a Slack Connect channel.

Limited inboxes mean only agent replies, ticket name, and ticket status are shared with requesters.

A "limited" ticket in a Slack Connect channel.

Silent inboxes mean no ticket data, including agent replies, is shared with requesters. If you use a message shortcut instead of an emoji reaction to create the ticket, there will be no visual cue that a ticket was created.

A "silent" ticket in Slack Connect.

Internal Ticketing

Select this option for internal tickets when the inbox is in either a public Slack channel or a private channel where your requesters are members. This is commonly used for non-sensitive internal issues, like general IT help, marketing requests, customer handoffs between sales and support, etc.

Requesters for an internal ticketing inbox will be able to see all ticket updates, including status, assignee, priority, SLA notifications, and more.

Private Internal Ticketing

Use this option when the inbox belongs to a private channel that the requester and followers might not always be members of. We'll send them a direct message when an agent replies and when the ticket status changes. This is commonly used for sensitive internal issues like HR requests, reimbursement requests, and personal IT requests.

You can choose whether requesters can see full ticket data or limited ticket data (ticket status and name only). Use this toggle to only share limited ticket data:

Customer Support

Select this option for customer support use cases where tickets are created by requesters via Slack Connect and managed by agents in a dedicated internal Slack channel. This is commonly used for teams who work with customers, vendors, or contractors via Slack Connect.

You can choose whether tickets are "Visible" (full ticket data is shared), "Limited" (only the ticket name and status are shared), or "Silent" (no ticket data is shared, including agent comments).

When setting up a customer support inbox, you'll need both an internal channel where your agents work on tickets, as well as the Slack Connect channel(s) where your tickets will originate from. The internal channel is set in your "Settings" page.

Selecting the internal channel.

Then, select the customer support channel(s) that you would like to create tickets from. These are the channels that your customers live in. You can find these channels in the Automation tab of your settings.

Selecting the external channels to create tickets from.

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. You can automatically invite Wrangle when setting up your inbox by checking this box:

Once enabled, requesters will get a DM from Wrangle whenever they submit a ticket.

Assigning user roles

After you've named your inbox and assigned it to a channel, you'll then have the option to assign user roles, like agents, admins, and more.

If you want to test your inbox with just a small group of colleagues before rolling it out across your workspace, set the role for everyone in your workspace to No Access. Then, add only the people testing your inbox as requesters, agents, etc.

Setting up automations

You'll have the option to decide how you'd like tickets to be created, as well as enable additional settings like SLAs, notifications, and post-resolution automations.

There are two options for ticket creation: create tickets manually, or turn new channel messages into tickets automatically.

• Create tickets manually: tickets can only be created from a message or from our Slack shortcut.

• Turn new channel messages into tickets automatically: not only will every new message in the channel of your choice become a ticket, but you can create tickets manually as well.

Next up you'll have the option to set up SLAs. You can enforce both first response and resolution SLAs, and the SLA is breached, your agents will be notified in the Slack ticket thread.

Ticket assignment lets you auto-assign new tickets to an agent. Wrangle will use round-robin assignment to distribute tickets across all the inbox agents and admins.

Requester notifications let you send automated responses to a ticket requester to let them know that their ticket has been either claimed, closed, or resolved.

Additionally, you can enable settings to reopen resolved tickets if the requester replies in the thread, as well as to send out a CSAT survey after a ticket is resolved.

Adding form fields and tags

You'll also have the option to set up form fields and tags for capturing additional ticket data. Use form fields to get data from your requesters at the start of the ticket, and use tags to have your agents identify trends as they work on the ticket.