Responding to Tickets

We sync comments between the Slack ticket thread and the Wrangle web app, so agents can work directly from the web app if they prefer having a single view of all their assigned tickets. Agents can also @mention users and format messages with bold, italics, and blockquotes, just like in Slack.

Any comments made from the web sync back to Slack, and vice versa.

Agents can also update the priority and tags from the web, which will update the thread in Slack.

Reply to an unassigned ticket to claim it, change the priority, and add tags from the web.

Using canned replies on the web

If your inbox has canned replies enabled in the inbox settings, you can use them to quickly respond to common requests from the Wrangle web app.

Canned replies are not available in Slack.

From the ticket view on the web, type / to see a list of available canned replies. You can also search the canned replies by name to pick the right one.

Type "/" to load a list of canned replies. Continue typing to search canned replies by name.

Adding private notes to tickets

If your inbox is in a private channel, agents can add private notes to tickets.

Private notes are only visible to admins, observers, and agents. Read more about inbox user types and permissions here.

To add a private note from the web, click the lock icon above the text editor. The text editor will turn yellow and you'll see a note that says "Private notes are only visible to users who are admins, observers, or agents."

Add a private note from the web.

To add a private note from Slack, insert a lock emoji at either the start or end of your message. Wrangle will automatically convert the message into a private note.

Add a private note from Slack

You can use any of the following lock emojis to make your comment private:

:lock: :unlock:

:lock_with_ink_pen: :closed_lock_with_key:

Customer Satisfaction (CSAT) survey

If you have satisfaction surveys enabled from your inbox settings, then whenever a ticket is either closed or resolved, the requester will be prompted to rate their experience on a scale from 1-5, with 1 being "Not Satisfied" and 5 being "Satisfied."

The CSAT survey in Slack

After they've submitted their survey, their responses will be visible in the ticket view on the web, as well as in your ticket export.

Whenever a requester responds to the CSAT survey, find their response under "Satisfaction rating."

Due to the public nature of Slack channels, submitted CSAT responses will not be displayed in the thread.