Ticket Creation via Bot Posted Messages

If you'd like to enable your external customers to create tickets manually using Slack Workflow Builder, you may do so following these steps: 1. Create a new Slack Workflow using Slack's Workflow Builder. 2. Add a form step (Collect info in a form) and add two questions: one for your Ticket name, and one for an optional Ticket description. Call them anything you prefer, for this example, we'll use "What do you need help with?" and "Describe the issue":

1. Now, add another step to post a Slack message to the channel where the workflow was used with exactly this content:

You'll need to use Slack Workflow Builder variables to pass your Ticket name and Ticket description from the previous step.

1. Finally, add a step to Add a reaction to a message and select Reference to the message sent as the message to react to. We suggest using a Custom Emoji for Ticket Creation here so you can ensure your Slack Workflow creates tickets in the inbox you want. Here, we're using the emoji, but you can choose anything you'd like

   

   Make sure you've added your emoji as a Custom Ticket Creation Emoji in Wrangle as well. When you're done, your workflow should look like this:

   
2. You'll also want to adjust the permissions for your workflow to Also include connected, external organizations to find and run — you can do this via the Permissions menu in the top right of the Workflow:

   

That's it! Now you can feature your workflow in a Slack Connect channel to enable your customers to manually create tickets using Wrangle within Slack Workflow Builder.