# Settings

* [**Inbox name**](#inbox-name)
* [**Inbox description**](#inbox-description)
* [**Inbox type** ](#types-of-inbox)
* [**Ticket visibility**](#ticket-visibility) **(**[**private internal ticketing**](#private-internal-ticketing) **and** [**customer support**](#customer-support) **inboxes only)**
* **Slack channel used for creating and working on tickets**

#### **Inbox Name**

Use a self explanatory name, such as IT Help Desk, Product Requests, or HR Support.

#### Inbox Description

This is an optional user facing description or instructions for your inbox in case you'd like to expand on what your inbox should be used for. This will be visible in Slack and on the web for users when creating tickets in this inbox.

#### Inbox Type <a href="#types-of-inbox" id="types-of-inbox"></a>

With Wrangle, there are three types of inbox you can set up: *internal ticketing*, *private internal ticketing*, and *customer support*. Each inbox type has different options for how ticket updates are shared with requesters, including how much ticket data requesters can see.

| Inbox type                 | Where requesters see updates    | Visibility options       |
| -------------------------- | ------------------------------- | ------------------------ |
| Internal Ticketing         | Threaded replies in the channel | Visible                  |
| Private Internal Ticketing | DM from Wrangle                 | Visible, Limited         |
| Customer Support           | Threaded replies in the channel | Visible, Limited, Silent |

#### **Ticket Visibility**

* *Visible* inboxes mean all ticket data is shared with requesters, including agent replies, ticket status, priority, assignee, tags, SLA notifications, and more.

<figure><img src="https://docs.wrangle.io/~gitbook/image?url=https%3A%2F%2F3500333410-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252F-M8Mly5TzbK30rAk6_PN%252Fuploads%252F2sbCj1qMPnhnbZ5vXnuN%252Fexternal%2520ticket%2520-%2520visible.png%3Falt%3Dmedia%26token%3Da99c49b4-c937-4b90-8211-783045934622&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=4e4204c3&#x26;sv=2" alt="" width="375"><figcaption><p>A "visible" ticket, meaning all fields like assignee, priority, inbox are visible to the requester.</p></figcaption></figure>

* *Limited* inboxes mean only agent replies, ticket name, and ticket status are shared with requesters.

<figure><img src="https://docs.wrangle.io/~gitbook/image?url=https%3A%2F%2F3500333410-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252F-M8Mly5TzbK30rAk6_PN%252Fuploads%252FAUrByVWEgndIPpI66cuL%252Fexternal%2520ticket%2520-%2520limited.png%3Falt%3Dmedia%26token%3D3f5b1513-ba43-4ccf-954f-7b8e7ef33c3f&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=ef54408b&#x26;sv=2" alt="" width="375"><figcaption><p>A Limited visibility ticket</p></figcaption></figure>

* *Silent* inboxes mean no ticket data, including agent replies, is shared with requesters. If you use a [message shortcut](https://docs.wrangle.io/tickets/creating-tickets#creating-a-ticket-from-a-message-shortcut) instead of an [emoji reaction](https://docs.wrangle.io/tickets/creating-tickets#creating-a-ticket-via-emoji-reaction) to create the ticket, there will be no visual cue that a ticket was created.

<figure><img src="https://docs.wrangle.io/~gitbook/image?url=https%3A%2F%2F3500333410-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252F-M8Mly5TzbK30rAk6_PN%252Fuploads%252F8XKM5n7LhiYPRSmWZW0V%252FScreenshot%25202024-07-09%2520at%25204.44.01%2520PM.png%3Falt%3Dmedia%26token%3D4825516e-a17f-4631-a724-8856aaa63354&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=8a780439&#x26;sv=2" alt="" width="375"><figcaption><p>A Silent visibility ticket</p></figcaption></figure>

### **Internal Ticketing**

Select this option for internal tickets when the inbox is in either a public Slack channel or a private channel where your requesters are members. This is commonly used for non-sensitive internal issues, like general IT help, marketing requests, customer handoffs between sales and support, etc.

Requesters for an internal ticketing inbox will be able to see all ticket updates, including status, assignee, priority, SLA notifications, and more.

### Private Internal Ticketing

Use this option when the inbox belongs to a private channel that the requester and followers might not always be members of. We'll send them a direct message when an agent replies and when the ticket status changes. This is commonly used for sensitive internal issues like HR requests, reimbursement requests, and personal IT requests.

### Internal Notes

Internal notes allow agents to add private comments to tickets that are only visible to other agents, admins, and observers. These notes are useful for internal coordination, sensitive information, or context that shouldn't be shared with requesters.

{% hint style="warning" %}
Internal notes are only visible to agents, admins, and observers. They will not sync to Slack or external systems.
{% endhint %}

#### Adding Internal Notes from the Web

<figure><img src="/files/BXtOoMOQ4BG9rZ6xf7Y6" alt=""><figcaption></figcaption></figure>

1. Open the ticket in the Wrangle web app
2. In the reply field, click the **lock icon (🔒)** in the formatting toolbar
3. Type your internal note
4. Click **Add Note**

#### Adding Internal Notes from Slack

To add an internal note from Slack, prefix your message with the 🔒 emoji in the private internal ticket thread. The emoji would indicate that it’s a private note and restrict other users from receiving the message.&#x20;

{% hint style="danger" %}
Internal notes from Slack are only available for Private Internal Ticketing inboxes. To use this feature, your inbox must be configured as “Private Internal Ticketing” in Inbox Settings.&#x20;
{% endhint %}

#### How Internal Notes Behave by Inbox Type

**Internal Ticketing (public channels):** Notes stay in the web app and never appear in the Slack thread.

**Private Internal Ticketing:** Notes stay in the web app and are never sent in DMs to requesters.

**Customer Support (Slack Connect):** Notes stay in the internal web app and are never mirrored to external customer channels.

### 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. You can automatically invite Wrangle when setting up your inbox by checking this box:

<figure><img src="/files/Sgi6oMWK6LmJrAPiBIlO" alt=""><figcaption></figcaption></figure>

Once enabled, requesters will get a DM from Wrangle whenever they submit a ticket.

### Customer Support

Select this option for customer support use cases where tickets are created by requesters via Slack Connect and managed by agents in a dedicated internal Slack channel. This is commonly used for teams who work with customers, vendors, or contractors via Slack Connect.

How channels work with Customer Support inboxes:

* **Which internal Slack channel should be used for working on tickets? -** Select an internal slack channel for your agents to work from. When you create tickets in this inbox, you'll see tickets posted to this channel. They will be mirrored back to the original requester channel so your requesters can see them.

See [Ticketing for Slack Connect](/tickets/ticketing-for-slack-connect.md) for more on creating tickets for external customers via Slack Connect.


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