Inbox Settings

Open any inbox in the Wrangle web app to access these settings.

Summary

See an overview of the following:

Tickets Created
Agents
Form Fields

Settings

Make changes to the following:

Inbox name
Inbox description and instructions
Slack channel used for creating and working on tickets
Notify requesters via Slack DM instead of in the thread (if inbox channel is private)

Users and Permissions

Here you can edit user roles and permissions. There are fives types of user roles: "Admin," "Agent," "Observer," "Requester," and "No Access."

Here's a breakdown of what each role can see and do:

Editing permissions for users who have been previously assigned to tickets will remove their assignments if their new permissions are not Admin or Agent.

In addition to these different roles, you can also set permissions at both the workspace and individual level for any given inbox.

Default workspace permissions determine how the majority of your workspace interacts with an inbox, whereas individual permissions are the exceptions to the rule.

By default, the default permission for everyone in your workspace is "Requester," and the permission for the person who created the inbox is "Admin."

Automations

Select your ticket creation method, and enable any of the following optional features:

Ticket SLAs for both first response time and ticket resolution time
Ticket Assignment to set up round-robin auto-assignment
Requester notifications for when a ticket is first claimed or closed/resolved
Resolution automations for auto-closing tickets using the ✅ reaction
Post-resolution automations, including CSAT

Canned Replies

Use canned replies to help agents reply to common requests. Canned reply names are searchable, so be sure to use clear, concise names for each reply to help agents easily find and use the right one.

Not sure what your common requests are? Use tags to categorize your tickets and track common themes!

Form Fields

By default, all tickets will include fields for the ticket name and a description of the issue. If you want additional intake questions in your ticket form, you can add them from the Form Fields section of your inbox settings. Questions in your ticket form have different types, depending on what kind of information you're trying to gather:

Short Answer: for gathering short text, like a list of customers affected by a software bug
Long Answer: for gathering several sentences, like full repro steps for a bug report
Number Input: enforces that your users put in a valid number, like the percentage discount you want to offer a customer
Select a Date: lets users pick a date on the calendar, like a deadline for a resolution to your issue
Select a person: choose a single user that is active in your Slack workspace. Useful for identifying the manager of someone, or saying who is assigned to a customer.
Select multiple people: same as above, but you can pick more than one person
Select a channel: choose a Slack channel. This can be useful for identifying a specific team to route the request to.
Select from a list: create a custom drop-down of options. Useful for choosing a specific department in the company, or for picking which product a bug is affecting.

And if you have automatic ticket creation enabled as well as additional form fields, your requesters will get a reply from Wrangle every time they post in your inbox channel with a prompt to complete your form.

If you delete a ticket form field, that will also delete that field's historical data.