Wrangle API Updates: Webhooks, Message Sync, and More Connected Workflows

A request might start in Slack, involve a team working in another system, and require an update in your HRIS, asset management system, or CRM. Keeping everything connected often means someone has to copy a message, check a status, or chase down context.

We’ve expanded the Wrangle API to make those connections more powerful. New webhooks, a Messages API, conversation history retrieval, and access to ticket followers give you more ways to build integrations around how your team works.

Since launching the Wrangle API, you’ve been able to create and update tickets and start workflows from your other apps. These additions let you go further, connecting the actions, conversations, and people involved.

🔗 Webhooks: Let Wrangle trigger what happens next

Wrangle webhooks let your other systems respond when something happens to a ticket.

When a ticket is created or updated, Wrangle can send an event to your integration. Your application can then use that information to take the next action.

For example, you could build a connection that updates a record in your Asset Management System when a Wrangle ticket changes status, or notifies another system when a ticket’s priority or assignment changes.

Supported events include ticket creation and updates to:

• Status
• Assignment
• Priority
• Tags
• Followers
• And more

Account admins can configure webhooks for specific events and inboxes, so each integration receives the updates relevant to it.

Combined with the API’s existing capabilities, this gives you connections in both directions: events in other apps can drive work in Wrangle, and events in Wrangle can trigger actions elsewhere.

Explore the webhook setup guide →

💬 Messages API: Keep the conversation connected

Ticket details tell you what needs to happen. The conversation often explains why, what has already been tried, and what someone needs next.

Our new Messages API lets you build integrations that sync chat messages between Wrangle tickets and another system.

If one team works in Wrangle and another works in a different help desk or internal application, your integration can exchange messages between them. Updates from the connected system can become replies on a Wrangle ticket, helping teams collaborate without manually copying conversations between tools.

It opens up more ways to connect the tools your teams already use while keeping the discussion attached to the work.

To start using it, look for Create Reply in the Wrangle API Docs.

‍
📜 Retrieve the full ticket conversation

You can now retrieve a ticket’s message history through the API.

That gives your integrations access to the conversation behind the ticket, alongside its structured data. A connected system can bring in the questions, replies, and decisions that explain how the request reached its current state.

This is particularly useful when another team picks up the work and needs more context than a title, description, and status can provide.

👥 Retrieve ticket followers

We’ve also added the ability to pull ticket followers through the API.

Your integrations can see who’s following a request and use that information when coordinating updates in other systems. That adds another useful piece of context: who is involved and keeping track of the work.

What could you connect?

These updates give you more building blocks for custom integrations across your CRM, help desk, HR systems, and internal tools.

You could:

• Connect a business event to a Wrangle ticket. Start an onboarding process when an employee is added to your HR system, then use ticket events to drive relevant follow-up actions elsewhere.
• Keep teams working across tools informed. Exchange messages between a Wrangle ticket and a request in another system.
• Keep records current. Use a ticket status change to trigger an update in your HRIS, other ticketing system, or another system of record.
• Bring context into a handoff. Retrieve the conversation history and followers when another team needs to understand a request.

Each connection can be designed around your process, with fewer manual updates and less time spent reconstructing what happened.

Start building your next connection

Explore the updated API documentation and webhook setup guide to get started.

Have an app or workflow you’d like to connect? Contact our team. We’d love to hear what you’re building and help you get API access enabled if needed.

For more on why these connections matter, read The Messy Middle: Why Your Processes Break Before Your Replacements Exist, our founder’s perspective on making work visible across the tools teams already use.

‍