# 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. 

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2F4PSBqxOhnpRxGJzjxBqR%2Frespond%20to%20ticket%20at-mention.mov.gif?alt=media&#x26;token=a4f94bdd-7eb6-4320-bb01-328c6b85620a" alt="" width="563"><figcaption><p>Any comments made from the web sync back to Slack, and vice versa.</p></figcaption></figure>

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

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FdVeJuy3UGzkP73h7RWjN%2Fupdate%20priority%20and%20tags%20on%20web.mov.gif?alt=media&#x26;token=f6a60064-8696-41aa-bf24-bbafe533a7de" alt="" width="563"><figcaption><p>Reply to an unassigned ticket to claim it, change the priority, and add tags from the web.</p></figcaption></figure>

### Using canned replies on the web

If your inbox has canned replies enabled in the [inbox settings](https://docs.wrangle.io/tickets/setting-up-your-inbox/canned-replies), you can use them to quickly respond to common requests from the Wrangle web app.

{% hint style="info" %}
Canned replies are not available in Slack.
{% endhint %}

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.

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FdY2GCJ4lMfkJwEgcxf9n%2Fcanned%20reply%20from%20web.mov.gif?alt=media&#x26;token=a0dbf19f-38c7-4e51-ab03-4a004a0ca890" alt="" width="563"><figcaption><p>Type "/" to load a list of canned replies. Continue typing to search canned replies by name.</p></figcaption></figure>

### Adding private notes to tickets

If your inbox is in a [private channel](https://docs.wrangle.io/tickets/private-ticketing), agents can add private notes to tickets.&#x20;

{% hint style="info" %}
Private notes are only visible to admins, observers, and agents. Read more about [inbox user roles and permissions](https://docs.wrangle.io/tickets/setting-up-your-inbox/roles-and-permissions).
{% endhint %}

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."

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FWRbm8BIlbRD7YHgQ6J3D%2Fadd%20private%20note%20from%20web.mov.gif?alt=media&#x26;token=ac267359-fd7d-482a-b416-f67a77a38a67" alt="" width="563"><figcaption><p>Add a private note from the web.</p></figcaption></figure>

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.

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2F91CYtA9yERQiOrepQTsl%2Fprivate%20note%20from%20slack.mov.gif?alt=media&#x26;token=9c8ba5c2-8395-43da-ac08-01d83f1a5c7f" alt="" width="563"><figcaption><p>Add a private note from Slack</p></figcaption></figure>

{% hint style="info" %}
You can use any of the following lock emojis to make your comment private:&#x20;

![:lock:](https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medium/1f512@2x.png) `:lock:`\
![:unlock:](https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medium/1f513@2x.png) `:unlock:`

![:lock\_with\_ink\_pen:](https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medium/1f50f@2x.png) `:lock_with_ink_pen:`\
![:closed\_lock\_with\_key:](https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medium/1f510@2x.png) `:closed_lock_with_key:`<br>
{% endhint %}

### Customer Satisfaction (CSAT) survey

If you have satisfaction surveys enabled from your [inbox settings](https://docs.wrangle.io/tickets/setting-up-your-inbox/ticket-lifecycle/ticket-resolution), 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."&#x20;

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FhtmRgO2x09WeZ9tRHj4d%2FScreen%20Shot%202023-05-18%20at%202.23.55%20PM.png?alt=media&#x26;token=d4d4ec7a-5939-437f-89af-610b2d936104" alt="" width="563"><figcaption><p>The CSAT survey in Slack</p></figcaption></figure>

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](https://docs.wrangle.io/tickets/setting-up-your-inbox/export-history).

<figure><img src="https://3500333410-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8Mly5TzbK30rAk6_PN%2Fuploads%2FfJqgLv4VJETJim6IqEfb%2FScreen%20Shot%202023-05-18%20at%202.46.10%20PM.png?alt=media&#x26;token=572269d5-5485-4424-bfa2-3c70ac83e85d" alt="" width="375"><figcaption><p>Whenever a requester responds to the CSAT survey, find their response under "Satisfaction rating."</p></figcaption></figure>

{% hint style="info" %}
Due to the public nature of Slack channels, submitted CSAT responses will not be displayed in the thread.
{% endhint %}