How to respond to a ticket

In tawk.to, you can respond to a ticket from the messaging center in the Dashboard or an email associated with a property member in your account. Setting up your email and knowing how to respond helps your team avoid missed queries so every customer gets a response.

If you have multiple properties, check to make sure you’re currently viewing the correct one by hovering your pointer at the top right of the Dashboard.

Then, make your way to your Inbox in the upper tab menu.

You can choose to see just chats, just tickets, or a combination of both by selecting All from the left side of the screen.

Select Tickets to view only and all pre-existing tickets. You can select a ticket in the list.

You can enter your response in the Reply area at the bottom of the screen. You can save time here by using shortcut templates to answer frequently asked questions. 

Then, select the Status, Priority level, and Assignee.

Click the Tag icon to add a tag to your ticket in the upper-left side and the Tag field will appear below. You can click the + sign to add your tag. You can use it later to search or filter tickets by topic or keyword.

For example, you could add a "Account Related" tag and then search for that tag each month to know how many account related questions there were.

Finally, click the green arrow or Send button to deliver your message. Both the visitor and the person or department to which the ticket is assigned will receive an email.

When replying to the ticket forwarding address, responses are synced in the Inbox and also forwarded by email to all parties involved except the sender.

To bring an additional team member into the conversation, tag them in the Reply section of the agent chat window.

Or you can click the human icon at the bottom of the Reply section and manually search for the property member that you want to bring to the conversation. They will receive an email when you create the ticket.

The recipient and agents will be able to view the ticket and reply to the messaging thread via email. This prevents ticketing emails from falling through the cracks at high volume.

It’s important to reply to your ticket forwarding email (the “to” address). If you reply directly to the customer's email, the email will not appear in the messaging area of your Dashboard and the ticketing thread will be broken.

Here is an example of a Ticket Forwarding Email:

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.

The response must be sent from an email that is associated with a property member. If the reply is sent from an email not associated with the property, it will not appear in the messaging area of your Dashboard.

Any email address may be added as recipients of ticketing emails, so make sure that anyone who will be responding to tickets is first added as a property member.

Learn how to convert an offline message into a ticket in this article:

Responding to offline messages via Ticketing

Learn how to set up your email notifications for ticketing in this article: Adjusting mail notifications

In case you encounter any issues, our support team is always available. Schedule a call so we can better assist you.