Web App - Monitoring Tickets

Managing tickets on the web

To see all your tickets in one place, log in here, or click the "Wrangle Dashboard" button in the Wrangle Slack app. By default, you'll see all tickets from all inboxes.

You can also go to your Tickets view by going to https://slack.wrangle.io/tickets

Showing, Filters, and Sorting

Show / Hide

You can show or hide the following columns in the ticket table:

• Assignee

• CSAT

• Form Field(s)

• Inbox

• Priority

• Requester

• Status

• Tags

Filters

You can filter each column by clicking the dropdown on any of the column titles at the top right of the ticket table.

You can filter by:

• Inbox

• Tag

• Requested By

• Assignee

• Form Fields

• Status

• Priority

• CSAT Score

• Workspace

Filtering Form Field Data on the Ticket Table

Wrangle provides the ability to filter through form field data directly in the ticket table, helping you find specific tickets quickly. Here’s how to filter using form field data:

1. Select Form Fields: Choose the form field(s) you want to display as a column in the ticket table.

2. Open Display Filters: Click the Display Filter button below the ticket table.

3. Add a Filter: Select the Add Filter button next to the form field you’d like to filter by.

   1. For Number Fields: Apply filters such as equal to, greater than, less than, or other comparisons based on a value you specify.

   2. For Other Field Types: Use options like contains, does not contain, or is empty to narrow down your results.

This functionality ensures you can efficiently sort through ticket data based on specific criteria, improving productivity and ticket management.

Sorting

You can sort each column by clicking on the column names you would like to sort by. By selecting the same option again, you can reverse the sorting method (example: Alphabetically A->Z or Alphabetically Z->A). The arrow to the right of the column indicates whether you are sorting by ascending or descending.

Saved Filters

Wrangle allows you to save your current filters and column settings as a saved filter, making it easy to revisit customized views with just one click. Here’s how to save your filters as a saved view:

1. Apply Your Filters: Set up your desired filters, sorting preferences, and column visibility in the ticket table.

2. Saved Your Filters: Click the Saved Filters dropdown located at the top left of the ticket table.

3. Save New Filter: Click the Save New Filter button and add a descriptive name for your view (e.g., “High Priority Tickets” or “My Team’s Tickets”) and confirm. Then click Save Filter.

Once saved, your view will appear in the dropdown menu of Saved Filters, allowing you to switch between different views effortlessly. You can also edit or delete saved filters at any time from the same menu.

Overwriting and Updating a Saved Filter

If you have a change to your filters that you would like to save and overwrite a previously saved filter, simply go to Saved Filters and click the ⚙️ Icon next to the saved filter you would like to overwrite. Click Save Filter and it will save the new filters as this saved filter view moving forward.