Form Fields
Last updated
Last updated
Wrangle has a default ticket creation form for your end users that includes two form fields:
Ticket Name - a general label for the ticket.
Ticket Description - an optional field that can be used to gather more information.
Within Slack, your users will be asked to select an inbox, and then will be provided with the ticket name and description field when creating a new ticket:
When configuring your inbox, you have the option to customize the Ticket Name and Ticket Description fields to fit your own use cases. For example, you might want to add a custom label and placeholder text value for the Ticket Name field, and then hide the Ticket Description field from your end users:
This would result in a simplified ticket creation form:
Custom form fields are a powerful way to collect additional information from your end users when a ticket is created. This can save a lot of time for your agents, avoiding the need for them to go back and forth collecting pieces of information you may already know will be necessary. Wrangle supports a wide variety of form field data types so you can collect different kinds of information based on the specifics of your inbox.
Short Answer - text input for one or two line responses
Long Answer - expandable long form text input for gathering extra context
Number Input - allows only numbers, which can be useful if you want an extra layer of input validation before your agents are assigned to tickets
Select from List - allows for single and multiple selections, and can be customized to allow users to do things like "Select a product line", or "Select your operating system" to help your agents more effectively triage and process tickets
Select a Person/People - includes a searchable list of users in your Slack workspace, and can be used to reference a department head, manager, or relevant colleague(s) to more effectively process the ticket
Select a Channel - a searchable list of channels in your Slack workspace
Select a Date - can be used to allows ticket requesters to specify when they need or expect a resolution, or to indicate related dates that will be relevant for agents resolving your tickets
Here's an example of how you can add a custom form field with a description that includes a link to help your end users complete the form:
Note: if you want to include formatting with links in your form field descriptions, Wrangle supports Slack Markdown in these fields.
Now your end users will see a new required field called "What is your Employee ID?"
