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.

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

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.

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.

Adding private notes to tickets

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

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."

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.

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."

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.