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:

Select Form Fields: Choose the form field(s) you want to display as a column in the ticket table.
Open Display Filters: Click the Display Filter button below the ticket table.
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.

Filter visibility

Understanding how filters work across your team:

Default filters

Wrangle provides three default filters that are visible to everyone in your workspace:

All Open Tickets
My Open Tickets
Unassigned.

Custom filters you create

When you create a new saved filter, it is visible only to you. Other users in your workspace cannot see or access your custom filters, even if they work in the same inboxes.

This means:

Your saved filters are personal to your workflow
Each team member can create their own set of filters without cluttering others' views
You can name and organize filters however works best for you
If multiple people need the same filter, each person will need to create it individually

If your team frequently uses the same filter criteria, consider sharing the custom filter URLs, so each team member can save their own.

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:

Apply Your Filters: Set up your desired filters, sorting preferences, and column visibility in the ticket table.
Saved Your Filters: Click the Saved Filters dropdown located at the top left of the ticket table.
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.

Deleting a Saved Filter

If you no longer need a saved filter:

Click the "All Tickets" dropdown
Find the filter you want to delete
Click the ⚙️ icon next to the filter name
Select "Delete"
Confirm the action.

The filter will be removed from your saved filters list. If you had it pinned to your sidebar, it will also be removed from there.

Pinning Filters to Your Sidebar

Star any saved filter to pin it to your sidebar for quick access from anywhere in the Wrangle web app. This is especially useful for filters you use multiple times per day.

To pin a filter:

Open the "All Tickets" dropdown
Find your saved filter
Click the star icon next to the filter name

Your starred filters will now appear in your sidebar under "Tickets."

Although default filters cannot be deleted, you can unpin them from your sidebar if you don't use them.

Unpinning a filter only affects your view, meaning other users will still see it.

Perfect for prioritizing ticket filters you use often

Saved filters help you organize tickets based on the details that matter most to you. Instead of manually applying the same filters repeatedly, you can save your preferred view and access it with just one click.

For example, you can filter by priority and assignee to create a filter called "My High Priority Tickets," then pin it to your sidebar for quick access from anywhere in the Wrangle web app.

My High Priority Tickets

Filters: Assignee = Your Account
Use case: Quickly see your most urgent work that needs immediate attention

Tickets Assigned to My Team

Filters: Assignee = [Select multiple team members]
Use case: See all tickets currently assigned to your team members to monitor workload distribution

Waiting on Customer Response

Filters: Status = Waiting for Reply
Use case: Track tickets paused while waiting for requester input.

Satisfied Ticket Resolution

Filters: CSAT
Use case: Identify tickets where customers weren't satisfied so you can follow up or improve processes.

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.

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Last updated 4 days ago

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