Inbox Settings
Open any inbox in the Wrangle web app to access these settings.
Last updated
Open any inbox in the Wrangle web app to access these settings.
Last updated
See an overview of the following:
Tickets Created
Agents
Form Fields
Make changes to the following:
Inbox name
Inbox description and instructions
Ticket visibility (private internal ticketing and customer support inboxes only)
Slack channel used for creating and working on tickets
Slack Connect channels (customer support inboxes only)
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 permission for everyone in your workspace is "Requester," and the permission for the person who created the inbox is "Admin."
Select your ticket creation method, and enable any of the following optional features:
Ticket SLAs for both first response time and ticket resolution time. Time spent outside of working hours will not count against your SLAs.
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
Read more about inbox automations here.
In addition to Wrangle's standard ticket statuses (New, In Progress, On Hold, Closed, and Resolved), you can add your own custom statuses and set new defaults. Read more about ticket statuses here.
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!
In addition to canned replies, you can also enable and edit smart replies here in your inbox settings. Smart replies help deflect incoming tickets by looking for relevant keywords in the request and replying with predefined responses. Read more about smart replies here.
Use Wrangle's powerful AI tools to deflect tickets before they're even created. This is where you can enable ticket deflection and upload your help documents. Read more about AI ticket deflection here.
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.
Manage your inbox tags from here by creating, editing, and deleting tags. Agents can also add tags on the fly from both Slack and the ticket view on the web.
You can export a CSV of each inbox's full ticket history. Here's what you'll see in your export:
Inbox ID and name
Ticket ID, name, and number
Ticket created at, created by, and requested by
Assigned to
First agent response, first resolved/closed, and last resolved/closed
When you've exported your ticket history, you'll receive a message in Slack with a link to download the report.
If you no longer need an inbox, then you can archive your inbox to hide it and its tickets from your workspace. This is especially helpful if you used a test channel to try out ticketing before rolling it out in your actual help channel.
