# Getting Started with Wrangle

### 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.

[**Install Wrangle in Slack** ](https://docs.wrangle.io/~/revisions/xm0jayw05byBY8bJjjVs/tickets/slack-installation-process)

{% hint style="warning" %}
Wrangle is **SOC2 certified**, so you can trust that your data is secure, and we take privacy seriously.
{% endhint %}

### 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.

**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, any Slack message can become 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

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### 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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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.wrangle.io/~/revisions/xm0jayw05byBY8bJjjVs/tickets/getting-started-with-wrangle.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.