Automations
Supercharge your Wrangle inbox with powerful automations
Last updated
Supercharge your Wrangle inbox with powerful automations
Last updated
Wrangle offers multiple types of automation to streamline your ticketing processes and improve both the agent and requester experience.
Wrangle offers multiple methods for creating tickets. Read on to learn more about each.
By default, tickets are created manually, most commonly using our global shortcut in Slack. But we also offer the option to turn one or more of your Slack channels into an automated intake channel, converting all incoming messages into tickets.
To enable auto-creation, select "Turn new channel messages into tickets automatically" under "How would you like to create tickets?"
Once you enable auto-creation, you can then choose your intake channel(s) where all messages will be converted into tickets. Additionally, you'll have the options for auto-creation to include or ignore both bot messages and agent/admin messages.
If you have Smart Replies enabled, you can select the "Bypass ticket creation using Smart Replies" option under "How would you like to create tickets?" With this automation, Wrangle will attempt to answer all incoming messages in the channel with a smart reply. If no match is found, Wrangle will not create a ticket. This is great for channels with discussions that don't necessarily result in tickets but still cover common topics.
Regardless of the ticket creation method you've selected, you can also define certain channels as intake channels for your inbox.
If you have manual ticket creation enabled, any messages you react to with 🎫 or 🎟️ in your intake channels will become tickets for this inbox.
If you have auto-creation or bypass ticket creation with Smart Replies enabled, any messages in this channel will become a ticket or receive a Smart reply attempt, respectively.
Use ticket SLAs to enforce both first response time and ticket resolution time. Time spent outside of working hours will not count against your SLAs. SLAs can be as short as 15 minutes or as long as 10 working days (two weeks).
Once an SLA has been breached, Wrangle will at-mention your inbox agents in the ticket thread.
Wrangle also offers automations to make it easier to assign new tickets to an inbox agent.
The first, "Auto-assign new tickets to an agent," enables round-robin assignment for all new tickets. Wrangle will distribute tickets equally across all inbox agents as they're created.
The second, "Assign ticket to the first agent who replies," will automatically assign the ticket to the first agent who replies in an unclaimed ticket thread. So instead of agents having to manually assign the ticket to themselves, they can simply add a comment to claim it.
Wrangle makes it easy to keep your requesters and followers in the loop as you work on their tickets.
If your agents tend to claim tickets without commenting first, or if you have a queue manager assigning tickets to agents as they come in, you can use the "Notify requester and followers when a ticket is first assigned" option to let your stakeholders know when their ticket is claimed. And if you have agent first response time SLAs enabled, this notification counts as the first response.
And if you want to make it easier for agents to let stakeholders know when an issue is resolved, you can enable the "Notify requester and followers when a ticket is closed or resolved" option. Agents only have to change the ticket status to Closed or Resolved, and Wrangle will take care of the rest.
To make it easier to close tickets, you can enabled the "Automatically close tickets in response to reactions" option.
Any time an agent, admin, or bot reacts to a ticket message with ✅, Wrangle will automatically change the ticket status to "Closed."
We see this used most often by Wrangle customers who have built their own Slack bots to auto-close tickets based on certain criteria, like tickets referencing a particular issue that is no longer relevant, or tickets created before a particular date.
Finally, Wrangle offers tools for closed/resolved tickets to make it easier for requesters to get additional help, as well as to give you valuable data about how well your team is performing.
First, use the "Reopen a ticket when a requester replies to a ticket thread that has been closed or resolved" setting to automatically change the ticket's status back to "In Progress." This puts the ticket back in the agent's Waiting on Me queue for them to address any additional questions the requester has.
Wrangle uses AI to ignore replies like "thanks" or "that fixed it." Only replies that clearly indicate a need for additional assistance will reopen the ticket.
Finally, the "Send a satisfaction survey when a ticket is closed or resolved" option allows you to start collecting CSAT scores from your requesters. Whenever a ticket is closed/resolved, Wrangle will post a survey in the thread for the requester to fill out.
Once completed, the CSAT score will not be posted to the Slack thread, but it will be visible in the Wrangle web app. You can find CSAT scores for specific tickets under "Satisfaction rating."
And you can find additional summary CSAT data in your ticket report.
