# 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="/files/2kvcgGU2es6dBfHLMRV9" 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="/files/6oZJIfPEAoB5WqxOkCXe" 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](/tickets/setting-up-your-inbox/canned-replies.md), 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="/files/R4djUNvc62mNSupD8rf6" 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](/tickets/private-ticketing.md), 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](/tickets/setting-up-your-inbox/roles-and-permissions.md).
{% 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="/files/FNbY8jdznTMApSsIfdPu" 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="/files/puzGGv91p2S5kecrZEtP" 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](/tickets/setting-up-your-inbox/ticket-lifecycle/ticket-resolution.md), 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="/files/YOIP6Dw7O1SccXfbZZty" 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](/tickets/setting-up-your-inbox/export-history.md).

<figure><img src="/files/ByK7OM1sTVS6wUi4MfIr" 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 %}


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.wrangle.io/tickets/web-app-monitoring-tickets/responding-to-tickets.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.