Getting Started with Wrangle
Get up and running with Wrangle ticketing in just a few minutes. This guide will walk you through setting up your first inbox and turning Slack messages into trackable tickets.
Step 1: Connect Slack to Wrangle
Before you can start managing tickets, you'll need to connect Wrangle to your Slack workspace. This takes just a few clicks.
Wrangle is SOC2 certified, so you can trust that your data is secure, and we take privacy seriously.
Step 2: Create your first Inbox in Wrangle
An Inbox is a collection of related tickets that are worked on by a specific set of Agents (team members who can assign and resolve tickets). Think of it as a folder for organizing your support requests. Setting up your inbox takes just a few minutes and gets you ready to start managing tickets right away.
What you'll need:
A name for your inbox (e.g., "IT Help Desk" or "Customer Support")
Team members to assign as agents
Why you might want multiple Inboxes:
Different teams often need separate inboxes to manage their tickets independently. For example:
IT Help Desk with IT analysts as agents
HR Questions for the HR team
Customer Support for your support team
You can also create specialized inboxes within a single team. For instance, an IT team might have separate inboxes for "IT Security" and "General IT Support" to route specific types of issues to the right specialists.
Step 3: Turn Slack messages into tickets
Once your inbox is set up, you can turn any Slack message into a ticket. This allows your team to track, prioritize, and resolve requests without losing context.
Step 4: Manage tickets from Slack or the web
Monitor and work on tickets from wherever you are:
In Slack: Claim, update, and resolve tickets directly in the thread
Web dashboard: View all tickets, run reports, and manage your queue
Working with tickets in Slack
Claiming tickets
When a new ticket is created, it appears as "Not assigned" with a "New" status. Agents can claim tickets by:
Replying in the thread
Clicking "Claim it"
Updating the ticket status
Moving tickets between inboxes
If a ticket needs to go to a different team, agents can click "Change inbox" to reassign it. Note: When a claimed ticket moves to a different inbox, the status reverts to "New" and becomes unassigned.
Setting priority and adding tags
Agents can update ticket priority directly from Slack. The priority level will be visible in the ticket thread.
You can also add tags to categorize tickets. Use the three-dot menu to add existing tags from Slack. If you need to create a new tag, you'll be redirected to the web app.
Adding followers
Want to keep someone in the loop on a ticket? Add them as a follower. Followers receive notifications about new messages and status updates.
From Slack: Open the three-dot menu → Click "Change followers" → Add their names
From the web: Open the ticket → Click "Add Followers" → Add their names
Only the ticket requester, agents, admins, observers, and existing followers can add or remove followers.
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