Ticket Resolution

Auto-close tickets, send CSAT surveys, and ensure your requesters and followers are kept in the loop when their tickets are resolved.

Resolution Automations

To make it easier to close tickets, you can enable "Automatically close tickets in response to reactions".

Any time an agent, admin, or bot reacts to a ticket message with ✅, Wrangle will automatically change the ticket status to "Closed."

When an agent reacts to the original message with ✅, Wrangle closes the ticket.

We see this used most often by Wrangle customers who have built their own Slack bots to auto-close tickets based on certain criteria, like tickets referencing a particular issue that is no longer relevant, or tickets created before a particular date.

Auto-closing tickets

Wrangle allows you to automatically close tickets that have had no activity for a set period of time. This helps keep your inbox organized by resolving inactive requests without manual intervention. You can enable this via the "Automatically close tickets that have not been resolved" option.

  • When enabled, tickets with no activity will be automatically closed after the specified time frame. Any updates or replies to the ticket will count as activity.

  • The inactivity timer can be adjusted anywhere from 15 minutes to several weeks.

  • Tickets with an "On Hold" status will not be auto-closed.

Requester and Follower Notifications

If you want to make it easier for agents to let stakeholders know when an issue is resolved, you can enable the "Notify requester and followers when a ticket is closed or resolved" option. Agents only have to change the ticket status to Closed or Resolved, and Wrangle will take care of the rest.

Post-Resolution Automations

Wrangle offers tools for closed/resolved tickets to make it easier for requesters to get additional help, as well as to give you valuable data about how well your team is performing.

First, use the "Reopen a ticket when a requester replies to a ticket thread that has been closed or resolved" setting to automatically change the ticket's status back to "In Progress." This puts the ticket back in the agent's Waiting on Me queue for them to address any additional questions the requester has.

Wrangle uses AI to ignore replies like "thanks" or "that fixed it." Only replies that clearly indicate a need for additional assistance will reopen the ticket.

Finally, the "Send a satisfaction survey when a ticket is closed or resolved" option allows you to start collecting CSAT scores from your requesters. Whenever a ticket is "Resolved", Wrangle will post a survey in the thread for the requester to fill out.

Once completed, the CSAT score will not be posted to the Slack thread, but it will be visible in the Wrangle web app. You can find CSAT scores for specific tickets under "Satisfaction rating", or view them in the main tickets dashboard.

Wrangle will only send Customer Satisfaction surveys to "Resolved" Tickets, not "Closed" tickets.

You can find additional summary CSAT data in your ticket report.

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