Ticket Creation

Control how tickets are created within your inbox.

There are two main approaches to creating tickets in Wrangle:

• Manual Ticket Creation - This means that your requesters will create tickets manually. There are no additional configuration options needed here unless you'd like to specify a custom emoji for ticket creation.

• Automatic Ticket Creation - Wrangle will automatically create a new ticket for messages posted to specific Slack channel(s). Read on below for details on how to set this up.

Automatic Ticket Creation

When automatic ticket creation is enabled, Wrangle converts every message in your designated intake channels into a ticket.

When someone sends a message to the channel, Wrangle automatically creates a ticket.

To enable auto-creation, go to Ticket Lifecycle > Ticket Creation. Under "How would you like to create tickets?", select "Turn new channel messages into tickets automatically."

Once you enable auto-creation, you can then choose your intake channel(s) where all messages will be converted into tickets. Additionally, you'll have the options for auto-creation to include or ignore both bot messages and agent/admin messages.

Bypass ticket creation using Smart Replies

If you have Smart Replies enabled, you can select the "Bypass ticket creation using Smart Replies" option. With this automation, Wrangle will attempt to answer all incoming messages in the channel with a smart reply. If no match is found, Wrangle will not create a ticket. This is great for channels with discussions that don't necessarily result in tickets but still cover common topics.

To enable Smart Replies bypass:

1. Navigate to Ticket Lifecycle > Ticket Creation

2. Under "How would you like to create tickets?", select "Bypass ticket creation using Smart Replies"

Intake channels

Intake channels are Slack channels where Wrangle monitors for new tickets. How they behave depends on your ticket creation method:

With manual ticket creation: Any message you react to with 🎫 or 🎟️ in your intake channels becomes a ticket for this inbox.

With automatic ticket creation or Smart Replies bypass: Every message in intake channels either becomes a ticket or receives a Smart Reply attempt.

Custom Emoji for Ticket Creation

When manual ticket creation is enabled, tickets are created by reacting to Slack messages with any of these default emojis: 🎫 or 🎟️. You can also define a custom emoji for each inbox to personalize ticket creation or route tickets to specific inboxes based on the emoji used.

Setting Up Custom Emoji

To configure a custom emoji:

1. Navigate to Ticket Lifecycle > Ticket Creation

2. Under "How would you like to create tickets?", select "Create tickets manually"

3. Find the field "What emoji should be used to create tickets?"

4. Enter your custom emoji using either:

   • The emoji itself: 🆘

   • The text format: :sos: or sos

5. Click Save

Perfect for: Custom routing and personalized workflows

Personalized ticket creation: Use a custom emoji that fits your team's style, like 🔧 for IT support or 💰 for billing requests.

Custom routing by emoji: Set different emojis for different inboxes to automatically route tickets to the right team:

• 🆘 → IT Security inbox

• 💼 → HR inbox

• 🎨 → Marketing requests inbox

When users react to a message with your custom emoji, a ticket is automatically created in that specific inbox.