# 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:\
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1\. Create a new Slack Workflow using Slack's [Workflow Builder](https://slack.com/help/articles/360035692513-Guide-to-Slack-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":

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2Fc58VPB8CtO8uaH91fSSo%2Fswb_step1.png?alt=media&#x26;token=efda76a5-5751-4866-83bd-417a5043d078" alt="Fields for ticket name and description"><figcaption></figcaption></figure>

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

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FaDhwlGytt7vj1spd6PJK%2Fstep_2.png?alt=media&#x26;token=21c9178a-5810-4fbe-a50e-af5a2c099408" alt=""><figcaption></figcaption></figure>

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

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FRRCzmaEYAg5ClInnpumR%2Fstep2_config.png?alt=media&#x26;token=6d38368d-52af-4acb-a024-f618e81c34ab" alt=""><figcaption><p>Ensure you put the "Name", "Description", and "Requester" fields on their own lines.</p></figcaption></figure>

4. 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](https://docs.wrangle.io/setting-up-your-inbox/ticket-lifecycle/ticket-creation#custom-emoji-for-ticket-creation "mention") here so you can ensure your Slack Workflow creates tickets in the inbox you want. Here, we're using the ![:sos:](https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-large/1f198.png) emoji, but you can choose anything you'd like\ <br>

   <figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FzjIvK8nplfKc8vvBqTKK%2Flast_step.png?alt=media&#x26;token=a2a04091-58b2-4f71-bab0-a32833a48fb4" alt=""><figcaption></figcaption></figure>

   Make sure you've added your emoji as a [Custom Ticket Creation Emoji](https://docs.wrangle.io/setting-up-your-inbox/ticket-lifecycle/ticket-creation#custom-emoji-for-ticket-creation) in Wrangle as well.\
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   When you're done, your workflow should look like this:\ <br>

   <figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FoquvfyLbTh0xsvCCA2sI%2Fswb_bot.png?alt=media&#x26;token=f8ccccfa-8f92-42cd-88b4-deaae52d09bb" alt=""><figcaption></figcaption></figure>
5. 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:

   <figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FuZvhU3MGYGWxQPyCz0b7%2FScreenshot%202025-09-08%20at%208.54.01%E2%80%AFAM.png?alt=media&#x26;token=5b3f1f74-62f3-4795-b63c-803a1468854d" alt=""><figcaption></figcaption></figure>

That's it! Now you can [feature your workflow in a Slack Connect channel](https://docs.wrangle.io/integrations/slack-workflow-builder#featuring-a-slack-workflow-in-a-channel) to enable your customers to manually create tickets using Wrangle within Slack Workflow Builder.