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

In addition to allowing you to create tickets with the 🎫 or 🎟️ emoji, you may also choose to define custom ticket creation emoji per inbox. This allows you not only to get creative with how you allow your users to create tickets, but you can also use this for custom routing by setting different emojis for different inboxes. To add a new emoji, you may either paste the emoji itself (🆘) or use it's text form (:sos: or sos).

Now, when your users react with 🆘 to a message, a ticket will be automatically created in this inbox.