Ticketing for Slack Connect

Learn how to leverage ticketing for your Slack Connect collaborators.

If you work with customers, vendors, or contractors via Slack Connect, you can use Wrangle to raise tickets for your external collaborators and provide them with the transparency they need about the status of their requests. By enabling ticketing for Slack Connect, you can ensure nothing slips through the cracks, measure and improve your team's resolution time, and increase customer satisfaction.

The Wrangle Pro Plan includes ticketing for five Slack Connect channels, with the option to add additional channels for $5/month apiece.

Enabling ticketing for Slack Connect

To enable ticketing for Slack Connect, choose "Customer support" under "How will you use this inbox?" in the inbox settings:

Choose "Customer Support" if your requesters are in a Slack Connect channel.

Then, choose how much ticket data you'd like your customers to see. You can choose whether tickets are "Visible" (full ticket data is shared), "Limited" (only the ticket name and status are shared), or "Silent" (no ticket data is shared, including agent comments).

Choose how much ticket information to share with your customers.

Finally, select both your internal channel where agents will work on tickets, and your external Slack Connect channels(s) where you'd like to create tickets.

Select your internal inbox channel as well as your external Slack Connect channel(s).

Wrangle will sync comments between the original thread in Slack Connect and the ticket thread in your internal ticketing channel, so your agents can work on tickets in a centralized location, while still keeping your customers in the loop.

Creating and managing your Slack Connect tickets

There are two ways to create tickets for Slack Connect users: automatically, where every message in your Slack Connect channel becomes a ticket, and manually, where you use either an emoji reaction or message shortcut to create a ticket from a message.

Once a ticket is created, your agents can work on it either from your internal ticketing channel or our web app.

On the web, you can identify which tickets and comments are from a Slack Connect user by the user's avatar. Slack Connect users' avatars include their workspace icon in the bottom right corner.

Claire's avatar includes her workspace icon, so she is a Slack Connect user.

How customers track their tickets

If you've selected either "Visible" or "Limited" under "How should tickets be shown to customers?" in your inbox settings, Wrangle will create a thread beneath the parent message with ticket details. Any ticket notifications will be added to that thread, and all comments will be synced with the thread in your internal ticketing channel. Your requesters never need to interact with the Wrangle app; they can follow along fully within your Slack Connect channel.

Here's how "visible" tickets will look in Slack Connect:

A "visible" ticket with full ticket data.

And here's how "limited" tickets will look in Slack Connect:

A "limited" ticket with minimal ticket data.

Because your Wrangle instance is only installed in your Slack workspace, Slack Connect users will not be able to view the "Home" tab of the Wrangle Slack App. This includes external users who have Wrangle installed in their own workspace; they'll have full access to their own Wrangle Slack app, but only limited access to yours via the "External Connections" section of the sidebar.

If you've selected "Silent" for "How should tickets be shown to customers," requesters will not know you've created a ticket from their message. However, if there are certain exceptions where you do want the requester to be notified, you can add them as a follower so they'll still get ticket updates.