> For the complete documentation index, see [llms.txt](https://docs.wrangle.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.wrangle.io/~/revisions/tkMgcRwylvf1GG81MVcV/tickets/setting-up-your-inbox/ticket-lifecycle/ticket-creation.md).

# Ticket Creation

There are two main approaches to creating tickets within Wrangle:<br>

* **Manual Ticket Creation** - This means that your requesters will [create tickets manually](/~/revisions/tkMgcRwylvf1GG81MVcV/tickets/creating-tickets.md). There are no additional configuration options needed here unless you'd like to specify [a custom emoji for ticket creation](#custom-emoji-for-ticket-creation).
* [**Automatic Ticket Creation**](#auto-create) - 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 <a href="#auto-create" id="auto-create"></a>

<figure><img src="/files/pqG6i5CKcy0neDSHOXCF" alt=""><figcaption><p>When someone sends a message to the channel, Wrangle automatically creates a ticket.</p></figcaption></figure>

To enable auto-creation, select "Turn new channel messages into tickets automatically" under "How would you like to create tickets?"

<figure><img src="/files/lVY6aCpcoGw5JvocYBVc" alt="" width="563"><figcaption></figcaption></figure>

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.

<figure><img src="/files/Cc4OzV66oWpYUrilBLCa" alt="" width="563"><figcaption></figcaption></figure>

### Bypass ticket creation using Smart Replies

If you have [Smart Replies](/~/revisions/tkMgcRwylvf1GG81MVcV/tickets/ai-powered-ticketing/smart-replies.md) enabled, you can select the "Bypass ticket creation using Smart Replies" option under "How would you like to create tickets?" 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.

<figure><img src="/files/DaH4FSJvdZykk1jTsLWb" alt="" width="563"><figcaption></figcaption></figure>

### Intake channels

Regardless of the ticket creation method you've selected, you can also define certain channels as intake channels for your inbox.&#x20;

<figure><img src="/files/boH1ZZWCXJOk7Xv2NVPX" alt=""><figcaption></figcaption></figure>

If you have manual ticket creation enabled, any messages you react to with 🎫 or 🎟️ in your intake channels will become tickets for this inbox.&#x20;

If you have auto-creation or bypass ticket creation with Smart Replies enabled, any messages in this channel will become a ticket or receive a Smart reply attempt, respectively. <br>

### 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).&#x20;

<figure><img src="/files/rxD16OuwuOEWWIGXYv7p" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/SKe2nV5tUWONf1WWqOes" alt=""><figcaption></figcaption></figure>

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


---

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