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

Automatically close tickets in response to reactions. Enable quick ticket closure by allowing agents, admins, or bots to close tickets with a ✅ reaction. When enabled, reacting to any message in a ticket thread with ✅ automatically changes the ticket status to "Closed."

This is commonly used by teams who have built Slack bots to auto-close tickets based on specific criteria, like tickets referencing a resolved issue or tickets created before a certain date.

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

Keep your inbox organized by automatically closing tickets that have been inactive for a set period of time.

To enable auto-closing:

Enable "Automatically close tickets that have not been resolved" and set your desired inactivity period (anywhere from 15 minutes to several weeks).

How it works:

• Tickets with no activity are automatically closed after the specified time frame

• Any updates or replies to the ticket reset the inactivity timer

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

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.

Automatic Ticket Reopening

Reopen a ticket when a requester replies to a closed or resolved thread: When enabled, this automatically changes the ticket status back to "In Progress" if a requester replies after resolution. putting it back in the agent's Waiting on Me queue. 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.

Customer Satisfaction Surveys

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.