Users & Permissions

Users and Permissions

Here you can edit user roles and permissions. There are fives types of user roles: "Admin," "Agent," "Observer," "Requester," and "No Access."

Here's a breakdown of what each role can see and do:

Editing permissions for users who have been previously assigned to tickets will remove their assignments if their new permissions are not Admin or Agent.

In addition to these different roles, you can also set permissions at both the workspace and individual level for any given inbox.

Default workspace permissions determine how the majority of your workspace interacts with an inbox, whereas individual permissions are the exceptions to the rule.

By default, the permission for everyone in your workspace is "Requester," and the permission for the person who created the inbox is "Admin."

Here is the updated GitBook-formatted help doc, now including a note that Slack user groups are only available on the Scale billing plan:

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Assign Users Using Slack User Groups

You can now assign Slack user groups to your ticket inboxes in Wrangle — making it easier than ever to manage access and permissions at scale.

Instead of adding individual users one by one, simply select a Slack user group (like @Engineering or @CX Team), and Wrangle will automatically assign all current members of that group.

💡 Note: This feature is available on the Scale plan.

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How It Works

When editing permissions in an inbox or workflow, you’ll now see the option to Add Groups from the “Add Users” dropdown:

Add Groups Dropdown

Clicking this will open a modal where you can:

• Search for a Slack user group

• Select a role for the group (Admin, Agent, or Requester)

• Confirm and apply your changes

Once saved, all members of the selected Slack group will have access based on the role you assigned.

You’ll see the group listed in the Users & Permissions section with its role. Hover over the member count to view the specific users in that group:

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Slack-Managed Groups

Slack user groups must be created and managed directly in Slack. Wrangle automatically syncs the current members of any group assigned.

• ✅ If a user is added to the Slack group, they’ll automatically get access in Wrangle

• ❌ If a user is removed, their access is revoked

👉 Learn how to manage user groups in Slack

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Billing Notice ⚠️

Adding a Slack user group to an inbox or workflow can affect your billing.

When you assign a group, Wrangle will bill for each user in that group who doesn’t already have a license.

Example: You add the @Engineering Team group with 3 members. If none of them already have Wrangle access, you'll be billed for 3 additional seats.

Before saving, you'll see a billing confirmation like this:

💡 Saving this change will immediately add users to your bill and charge a prorated amount for the current billing cycle. Future additions to the Slack group may increase your bill automatically.

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FAQs

Q: What happens if I remove a user from a Slack group? A: They’ll automatically lose access to the inbox or workflow in Wrangle.

Q: What if I want to assign only one person from the group? A: You’ll need to add them individually rather than using the group.

Q: Can I use Slack groups in workflow steps too? A: Yes! Anywhere you assign users in Wrangle, you can assign a Slack group.

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