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Knowledge Base

Last Update för 17 dagar sedan

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

Editing the Knowledge Base Ticket Form

The instructions below are for desktops and laptops only.

Visitors can create new tickets from your Knowledge Base using the Ticket Form. For example, see Submit Ticket at the top of this page.
When visitors click Submit Ticket, the Ticket Form appears. Here’s an example of our Ticket Form:

In this guide, we’ll show you how to edit the Ticket Form in your default language and other languages.

Editing the Ticket Form

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

2. Click Publish in the left navigation bar.

3. Select Knowledge Base.

4. Click Configure at the upper right corner.

5. Scroll down to Default Language and click Configure.

6. Click the arrow next to your default language.

7. Scroll down to Ticket Form and make the necessary changes. Click Custom Field to add new fields.

8. Go to your Knowledge Base and click Submit Ticket. The newly edited Ticket Form should appear.

Your Ticket Form is automatically set to your default language. Before setting the Ticket Form in other languages, we recommend translating your Knowledge Base to those languages first.

Read on to learn how to customize the Ticket Form in other languages.

Customizing the Ticket Form in other languages

Follow these steps to edit the Ticket Form in different languages:

1. On the Languages panel, click Add Language.

2. Select a language and click Save.

3. To edit the form, click the arrow next to the new language.

4. Set the fields of the form and your settings will be saved automatically.

Your visitors can now create new support tickets from your Knowledge Base, making it easy for them to reach you for additional support.

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.

Additional considerations

  • 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

Setting up your Knowledge Base
Creating a new Knowledge Base article
Creating Knowledge Base categories
Changing the order of articles in the Knowledge Base
Understanding Primary Categories in the Knowledge Base
Customizing your knowledge base for additional languages
Customizing the Submit Ticket feature in your Knowledge Base
Creating Private Knowledge Base articles and categories
How to change the order of categories in the Knowledge Base

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