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Knowledge Base

Last Update 17 giorni fa

What is the Knowledge Base? Setting up your Knowledge Base Creating a new Knowledge Base article Creating Knowledge Base categories Changing the order of articles in the Knowledge Base

Customizing the Submit Ticket feature in your Knowledge Base

The instructions below are for desktops and laptops only.

The Submit Ticket feature lets visitors contact your team directly from your Knowledge Base when they can't find the information they need.

When you enable this feature, a Submit Ticket button appears at the top of every public Knowledge Base page, giving visitors quick access to your support ticket form.

For example, the Submit Ticket button appears at the top of this page.

Enable the Submit Ticket feature

1. Log in to your tawk.to account, and select the correct property.

2. Click Publish on the left navigation bar.

3. Select Knowledge Base.

4. Click Configure in the upper right corner.

5. On the Knowledge Base settings page, turn on Show Ticket Submission Form under Ticket Form.

6. Click Save.

The Submit Ticket button now appears at the top of your Knowledge Base.
When visitors click Submit Ticket, they can use the ticket form to submit a support request.

To disable the feature later, switch Show Ticket Submission Form off, and click Save.

After enabling the feature, you can customize the ticket form to collect the information your team needs before responding.

Customize the Ticket Form

You can customize the Ticket Form by:

  • Changing the form title and field labels
  • Adding custom fields
  • Customizing the form for each language in your Knowledge Base


For detailed instructions, see this guide:
Editing the Knowledge Base Ticket Form

Best practices

To create a better support experience:

  • Use clear, descriptive field labels so visitors know what information to provide.

  • Only add custom fields when necessary. Shorter forms are more likely to be completed.

  • If your Knowledge Base supports multiple languages, you can customize the ticket form for each language separately.

Additional considerations

  • The Submit Ticket button only appears when Show Ticket Submission Form is enabled in your Knowledge Base settings.

  • The default fields (Name, Email, Subject, and Description) are required and cannot be removed from the form.

  • Any changes you make to the ticket form take effect after you click Save.

Related guides

Editing the Knowledge Base Ticket Form
Customizing your knowledge base for additional languages
Setting up your Knowledge Base
Creating a new Knowledge Base article
Creating Knowledge Base categories
Changing the order of articles in the Knowledge Base
Customizing your knowledge base for additional languages
Creating Private Knowledge Base articles and categories
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