Ticket Creation

There are two main approaches to creating tickets within Wrangle:

• Manual Ticket Creation - This means that your requesters will create tickets manually. There are no additional configuration options needed here unless you'd like to specify a custom emoji for ticket creation.

• Automatic Ticket Creation - Wrangle will automatically create a new ticket for messages posted to specific Slack channel(s). Read on below for details on how to set this up.

Automatic Ticket Creation

To enable auto-creation, select "Turn new channel messages into tickets automatically" under "How would you like to create tickets?"

Once you enable auto-creation, you can then choose your intake channel(s) where all messages will be converted into tickets. Additionally, you'll have the options for auto-creation to include or ignore both bot messages and agent/admin messages.

Bypass ticket creation using Smart Replies

If you have Smart Replies enabled, you can select the "Bypass ticket creation using Smart Replies" option under "How would you like to create tickets?" With this automation, Wrangle will attempt to answer all incoming messages in the channel with a smart reply. If no match is found, Wrangle will not create a ticket. This is great for channels with discussions that don't necessarily result in tickets but still cover common topics.

Intake channels

Regardless of the ticket creation method you've selected, you can also define certain channels as intake channels for your inbox.

If you have manual ticket creation enabled, any messages you react to with 🎫 or 🎟️ in your intake channels will become tickets for this inbox.

If you have auto-creation or bypass ticket creation with Smart Replies enabled, any messages in this channel will become a ticket or receive a Smart reply attempt, respectively.