Ticket Assignment

Make it easier to automatically assign new tickets to an inbox agent and to ensure your requesters and followers are kept in the loop with assignment notifications.

When an agent replies in the thread, the ticket is automatically assigned to them.

Ticket Assignment

Auto-assign new tickets to an agent: Enables round-robin assignment for all new tickets. Wrangle distributes tickets equally across all inbox agents as they're created.

Use the "Include inbox admins in auto-assignment" toggle to control whether admins are included in the rotation. When disabled, only users with the agent role receive auto-assigned tickets. Note: Admins can still be manually assigned to tickets even when excluded from auto-assignment.

Assign ticket to the first agent who replies: Automatically assigns the ticket to the first agent who replies in an unclaimed ticket thread. Instead of agents manually claiming tickets, they simply add a comment to claim it.

Requester & Follower Notifications

If your agents claim tickets without commenting first, or if you have a queue manager assigning tickets as they come in, enable "Notify requester and followers when a ticket is first assigned" to let stakeholders know when their ticket is claimed.

If you have agent first response time SLAs enabled, this assignment notification counts as the first response.

When an agent claims a ticket, Wrangle notifies the requester in the ticket thread.

If your agents tend to claim tickets without commenting first, or if you have a queue manager assigning tickets to agents as they come in, you can use the "Notify requester and followers when a ticket is first assigned" option to let your stakeholders know when their ticket is claimed. And if you have agent first response time SLAs enabled, this notification counts as the first response.

When an agent claims the ticket, Wrangle notifies the requester.