Ticket Assignment

Make it easier to automatically assign new tickets to an inbox agent, and to ensure your requesters and followers are kept in the loop with assignment notifications.

When an agent replies in the thread, the ticket is automatically assigned to them.

Ticket Assignment

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.

Disabling "include inbox admins in auto-assignment" will only include users with the agent role, and can be useful when you do not want to have your admins assigned to tickets by default. This will not prevent them from being manually assigned to a ticket.

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.

Requester & Follower Notifications

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.

When an agent claims the ticket, Wrangle notifies the requester.