# Ticket Creation

There are two main approaches to creating tickets in Wrangle:<br>

* **Manual Ticket Creation** - This means that your requesters will [create tickets manually](https://docs.wrangle.io/tickets/creating-tickets). There are no additional configuration options needed here unless you'd like to specify [a custom emoji for ticket creation](#custom-emoji-for-ticket-creation).
* [**Automatic Ticket Creation**](#auto-create) - 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 <a href="#auto-create" id="auto-create"></a>

When automatic ticket creation is enabled, Wrangle converts every message in your designated intake channels into a ticket.

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FicoNQxdMQrTK309sqxXy%2Fin-app%20guides%20-%20zoom%20on%20auto-creation.mp4.gif?alt=media&#x26;token=3b96fe6e-97c2-469e-beb6-bdd7338788da" alt=""><figcaption><p>When someone sends a message to the channel, Wrangle automatically creates a ticket.</p></figcaption></figure>

**To enable auto-creation**, go to **Ticket Lifecycle > Ticket Creation**. Under "How would you like to create tickets?", select "Turn new channel messages into tickets automatically."

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FsCvAKZD8MHaIEL9Vtfyk%2Fenable%20auto-creation.png?alt=media&#x26;token=06aea850-d2a2-42cb-b1e0-1772bc96ca18" alt="" width="563"><figcaption></figcaption></figure>

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.

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FstJVzMKmSeTs4BG2M1se%2Fauto-creation%20additiional%20settings.png?alt=media&#x26;token=12c5e0ef-217b-4d1a-ae46-85ac172d39a3" alt="" width="563"><figcaption></figcaption></figure>

### Bypass ticket creation using Smart Replies

If you have [Smart Replies](https://docs.wrangle.io/tickets/ai-powered-ticketing/smart-replies) enabled, you can select the "Bypass ticket creation using Smart Replies" option. 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.

**To enable Smart Replies bypass:**

1. Navigate to **Ticket Lifecycle > Ticket Creation**
2. Under "How would you like to create tickets?", select **"Bypass ticket creation using Smart Replies"**

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FnuAg1sK00gWXyRc3NaP4%2Fbypass%20ticket%20creation%20smart%20replies%20setting.png?alt=media&#x26;token=51a180b1-5294-443c-92bf-708a70307b54" alt="" width="563"><figcaption></figcaption></figure>

### Intake channels

Intake channels are Slack channels where Wrangle monitors for new tickets. How they behave depends on your ticket creation method:&#x20;

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FZOTGd1Y0T3HKLQ6XsDQb%2Fintake%20channel%20selection.png?alt=media&#x26;token=160c1107-1480-47f9-bc14-dc0cbdb0a07b" alt=""><figcaption></figcaption></figure>

**With manual ticket creation:** Any message you react to with 🎫 or 🎟️ in your intake channels becomes a ticket for this inbox.

**With automatic ticket creation or Smart Replies bypass:** Every message in intake channels either becomes a ticket or receives a Smart Reply attempt.&#x20;

### Custom Emoji for Ticket Creation

When manual ticket creation is enabled, tickets are created by reacting to Slack messages with any of these default emojis: 🎫 or 🎟️. You can also define a custom emoji for each inbox to personalize ticket creation or route tickets to specific inboxes based on the emoji used.

#### Setting Up Custom Emoji

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FVIikne2MDgjxEePHoHtU%2FWFR%20Wrangle.jpg?alt=media&#x26;token=32ddb419-7fb9-4ced-a0db-56cde3e25b94" alt=""><figcaption></figcaption></figure>

**To configure a custom emoji:**

1. Navigate to **Ticket Lifecycle > Ticket Creation**
2. Under "How would you like to create tickets?", select **"Create tickets manually"**
3. Find the field "What emoji should be used to create tickets?"
4. Enter your custom emoji using either:
   * The emoji itself: 🆘
   * The text format: :sos: or sos
5. Click **Save**

#### Perfect for: Custom routing and personalized workflows

**Personalized ticket creation:** Use a custom emoji that fits your team's style, like 🔧 for IT support or 💰 for billing requests.

**Custom routing by emoji:** Set different emojis for different inboxes to automatically route tickets to the right team:

* 🆘 → IT Security inbox
* 💼 → HR inbox
* 🎨 → Marketing requests inbox

When users react to a message with your custom emoji, a ticket is automatically created in that specific inbox.&#x20;