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, companywide 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.

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. To invite Wrangle, open the channel details in Slack, click "Integrations," then "Add an App."

Notify requesters via DM for private tickets

If your requesters don't belong to the private channel where your inbox is located, you'll also have the option to notify requesters via DM instead of in the thread.

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

Finally, you'll have the option to set up form fields for your tickets if you want to capture more than just a description of the issue when new tickets are opened.

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