🦾 Huge Product Update: Automated Ticket Tags, Custom Statuses, and Reporting Upgrades!

What's New:

🎫 Custom ticket statuses: Create your own ticket statuses to better reflect your team’s ticket resolution process. Replace “On Hold” with “Waiting for customer,” add “Approved” as a resolution option, and more — the possibilities are endless!

🏷️ Auto-tagging = Effortless Ticket Categorization. Take the guesswork off agents’ plates and save crucial time per ticket by automatically tagging tickets based on keywords in the request. 

📈 CSAT and Tags in reports: Now it’s easier than ever to find your customer satisfaction and tag data in Wrangle’s Ticketing Report and in our Tickets Dashboard. 

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Custom ticket statuses 🎟️
Your queue, Your way.

Everyone’s business is different. A ticket might be “in-progress” but it could be in IT’s hands, or HR’s, or Finance. Wrangle already gives you default statuses of New, In Progress, On Hold, Resolved, and Closed.

But with custom statuses, teams have the freedom to create ticket statuses tailored to their specific needs. Whether you need to categorize certain tickets as "Pending Review" or "Needs Approval," you can design your own statuses for each Wrangle ticket inbox.

This new feature provides the flexibility to shape your ticketing system to meet your team's exact requirements, ultimately streamlining communication, ticket tracking, and reporting. 

Want to learn more? Check out our docs!

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Auto-Tagging 🏷️
Effortlessly categorize your tickets.

Tracking and understanding the types of requests your team handles is crucial for effective operations. However, manually tagging each ticket can be time-consuming, prone to errors, and lead to poor decisions. 

With Wrangle’s new Auto-tagging, you can remove the guesswork and supercharge your agents by automatically tagging your inbound help requests. All you do is define the keywords you want to look for for a given tag, and Wrangle will do the rest. For even more control, you can also define additional keywords you want to exclude when tagging a ticket. 

This means you can fine-tune how tags are applied based on the specific language your team or customers use, giving you a smarter, more efficient way to manage your tickets. With Auto-tagging, Wrangle takes care of ticket organization so your team can focus on what matters most—resolving issues quickly and efficiently.

Learn more about setting up Auto-tagging in our help docs. 

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Reporting Upgrades
Dive into CSAT and Tags in Wrangle reports

Wrangle’s Ticket Report has always provided a comprehensive overview of your KPIs, helping you track ticket volume trends, response and completion times, top requesters, and agent performance.

With our latest upgrades, we’ve made it even easier to find your customer satisfaction and tag data in Wrangle’s dashboards. 

Enhanced Customer Satisfaction (CSAT) Reporting

In our upgraded Ticket Report, you can now easily view average and median Customer Satisfaction (CSAT) scores broken down by inbox, team, and agent. This granular view allows you to identify trends in satisfaction and pinpoint areas for improvement. Additionally, we’ve added a new toggle feature that allows you to turn on CSAT scores directly in the ticket table itself. Now you can quickly see the satisfaction score for each individual ticket, providing real-time insights into customer happiness right from the main dashboard.

🐙 There’s so much more to come!

These features, combined with our recent launch of Working Hours, continue to supercharge Wrangle while giving you more options as you scale your team. But we are just getting started, so stay tuned!

Got requests or ideas of what you would want to see? Hit us up!

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