Creating and responding to tickets

The tawk.to ticketing system allows you to process and respond to customer requests and issues via email.


The ticketing system is an essential part of your customer service toolkit. It enables your team members to follow-up after chats, escalate concerns to senior team members and departments, respond to missed messages and create new help tickets from scratch.


You can even forward all your support emails to the tawk.to Dashboard, so it’s easier to manage your emails and no query gets missed.


Learn how to forward your support emails to your tawk.to Dashboard in this article: Forwarding your emails to tawk.to


When creating or managing tickets, check to make sure you've selected the correct property by hovering over the hamburger icon at the top of the Dashboard.

How ticketing works

When a team member creates a ticket, three things happen:


  1. A ticket is created in the messaging area of the property
  2. The customer receives the message as a ticket via email
  3. The assignee or department members receive a copy of the ticket by email


All tickets at tawk.to share a few basic components:


Subject Line: This text appears as the subject line in the email received by the customer and your team.


Message: The message that appears in the body of the email. Your message should be concise and also contain all the relevant details. Remember, the visitor will receive a copy of the ticket, including any messages and files you add.


Add Attachment: The attachment feature allows you to upload files and attach them to the ticket.


Assign To: You will need to assign the ticket to a property member or a department. When creating a ticket, it is assigned to you by default.

When responding and managing tickets in the Dashboard, you can filter tickets by assignee or department in the Messaging section. Even when a ticket is assigned to another person or department, any team member can respond via the tawk.to Dashboard.


Learn more about creating and managing departments here: Creating and managing departments


Priority: You’ll have the option to set each ticket’s priority to Lowest, Low, Medium, High, or Highest. You can filter tickets by priority in the messaging section.


Tag: You can tag the ticket with a keyword. This allows you to filter your tickets by keywords in the messaging section.


Now that you know how ticketing works, let’s look at four ways you can support your customers with ticketing at tawk.to:


  • Creating a ticket during a chat
  • Responding to a missed chat or offline message
  • Responding to an existing ticket
  • Creating a new ticket from scratch

Creating a ticket during a live chat

Creating a ticket during a chat allows you to do the following:


  • Follow up with the customer at a later stage
  • Escalate their query or issue to another person or department
  • Send them details via email
  • Make it easy for them to contact you via email


While chatting with a visitor, you can create a ticket by clicking the ticket icon in the lower-right corner of your screen. Add your message. Then, assign the ticket, set a priority and add a tag as needed.


If you haven’t captured or added the visitor’s name and email in the information tab, you will need to enter these details before creating a ticket.


Even if the visitor has entered their email address in a Pre-Chat Form, it’s a good idea to confirm it is correct and the best email address to use.


For example, you might ask: “Can I confirm that support@tawk.to is the best email address to use for contacting you?” 

Replying to missed chats

One question people often ask is, “If I miss a chat or someone has left me an online message, how can I reply?”


Ticketing allows you to respond to a visitor who has left their contact details in a Pre-Chat Form (if you have set up a Chat Rescue Trigger), or when your widget is in Offline mode.


When your widget is in offline mode, it will automatically request details from any visitor leaving a message.


If you have set up a Pre-Chat Form, each of your visitors will be asked to leave their name, email and any other information your form requires before beginning a chat (the catch is that this can reduce the number of incoming chats you receive).


By setting up a Chat Rescue Trigger, you can send a message encouraging visitors to leave their details in the event that an agent is not able to respond promptly to a chat request.


For example, you might write something like the following:

“Thanks for your patience. We shouldn’t be too much longer. If you can’t wait, please leave your name and contact details, and we’ll get back to you shortly.”


You can learn more about setting up a Chat Rescue Trigger in this article: Setting up a Basic - Chat Rescue Trigger


When your widget is Offline, a form will automatically request details from any visitor leaving a message.


To get started, log in to your tawk.to Dashboard and select Messaging (email icon) in the left tab menu.

In the upper right of the messaging area, you’ll see options for Chats and Tickets at the top of the page. Check the box next to Chats.


You will be able to see a list of all past chats on your property along with notifications showing the status of each chat. 

To find any missed messages, select All in the upper left above the chat listing and sort using the drop-down menu in the upper-right to view the Open messages.

Click a message to open it in the chat. Then head down to the bottom of the page and click the green Convert to ticket button.  

Remember, you will need to have the visitor’s name and email address to convert the message to a ticket. If the customer has filled out a Pre-Chat Form, this should have been automatically populated. If not, and the visitor has left their details in a message, manually enter these in the required fields.


You can easily respond by typing a message directly into the box at the bottom of the screen and clicking Create

Responding to a pre-existing ticket

To respond to a pre-existing ticket, make your way to the Messaging area of the Dashboard. Then, check the box next to Tickets at the top of the page to view all pre-existing tickets.


Select a ticket in the list and add your response to the messaging area at the bottom of the screen. Then select the Status, Priority level, and Assignee. Add a tag to use for searching and filtering messages later.


Both agents and the recipient can reply to the ticket thread via email.


When replying, it’s important to continue using the "to" address in the ticket forwarding email. Otherwise, if you reply to the customer's direct email, the email chain will be broken, and the thread will not be synced in Messaging.


When replying to the ticket forwarding address, responses will be synced in Messaging and forwarded by email to all parties involved except the sender.


You can also respond to the ticket by replying to the email received when creating the ticket or the email you receive when the customer responds to the initial ticket. 

Creating a new ticket

You can also create a new ticket from scratch.


Head to the Messaging panel of your Dashboard and look for the green + New Ticket button in the upper right.

A form will appear, allowing you to create a new ticket. Enter the recipient’s name, email, the subject of the ticket and a message. Then, assign the ticket to yourself or a member of your team.


You also have options to assign a priority level, add a tag and/or include an attachment. When you’re done filling out the form, click the green Create button and you’re done.

How to forward messages from your email account to the tawk.to Dashboard

It’s easy to forward your ticketing messages from your email system to tawk.to and keep all your conversations in one place.


Click ⚙️Administration in the lower-left corner of the Dashboard. Then, select your property and make your way to the Overview panel (at the top of the left menu).


Copy the address in the Ticket Forwarding Email section on the right of the panel and forward all of your support emails to that address. That way, when someone emails you, the message will also show up in Messaging as a ticket.

You can view your conversation history with each contact, including chat messages, tickets, and support emails, in the Contacts section of your Messaging center.


You’ll have a window into the context and concerns for each contact, making it easier to deliver outstanding customer experiences.


If you want to learn more about messaging, read this article: Getting started with Messaging

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