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Ticketing

Last Update 7 dagen geleden

How to set up ticketing in tawk.to How to create a ticket Responding to offline messages via Ticketing Assigning tickets Tagging Tickets

How to respond to a ticket

The instructions below are for desktops and laptops only.

A ticket in tawk.to is any message or inquiry that requires follow-up, whether it’s from email, chat, or a form submission. It helps you and your team track, manage, and respond to customer queries efficiently from one central place.

In this guide, we’ll show you how to respond to support tickets from the Tickets section in your tawk.to Dashboard.

Responding to a ticket in your Dashboard

1. Log in to your tawk.to account.

2. Select the correct property.

      3. Click Inbox on the left navigation bar.

      4. Click Tickets in the left submenu.

      5. Your tickets will appear in the panel on the right. Click on the ticket you want to respond to. This will open the full conversation thread.

      6. Read the customer’s message and review previous replies or internal notes to understand the context.

      7. To reply, type your message in the reply editor. 

        In the dropdown above the text field, you can choose Reply to send the message to the customer only, or Reply All to include assigned team members or departments and recipients added in the CC field.

        In your reply you can:
        - Use Shortcuts to insert canned responses
        - Add attachments
        - Add emoji
        - Mention a team member and add them to the conversation
        - Send a Whisper to team members only

        To use a Shortcut, click the “/” icon or type “/” to insert a canned response. To learn more about Shortcuts, see this guide: Creating and managing shortcuts

        To add an attachment to your reply, click the paperclip icon to upload a file.

        To add an emoji, click the smiley face icon.

        To add a team member to the conversation, click the human icon.

        To send a Whisper to team members only, click Whisper and type your message.

        Learn more about Whispers here: Helping other agents with Whispers

        8. Click the green arrow button to send your message. Your reply will be added to the ticket thread, and the customer will receive your response by email.

        Note: You can also respond to a ticket by replying directly to the ticket email in your support inbox. The conversation in your tawk.to dashboard will update automatically.

        Changing the ticket status

        You can manage ticket progress by changing its status:
        • Open — The ticket needs a response or follow-up.
        • Pending — You’re waiting on a reply from the customer or a third party.
        • Closed — The issue has been resolved.
        To update the status:
        Select the status from the dropdown at the top of the ticket view.
        Tip: A closed ticket will re-open automatically if the customer replies again.

        To learn more about the ticket status, see this guide:
        The differences between Open, Pending, and Closed tickets

        Assigning a ticket to a team member or department

        Click the assignee at the top of the ticket and select a team member or department.

        Learn more about assigning tickets here:
        Assigning tickets

        Setting a ticket’s priority

        Click the flag icon to select the appropriate priority level.

        To learn more, see this guide:
        Setting ticket Priority

        Tagging a ticket

        You can add tags to a ticket by clicking the tag icon.
        To remove a tag, hover over the tag and click “X”.
        Learn more about tagging tickets here:
        Tagging Tickets

        Adding internal notes

        You can add internal notes to a ticket to communicate with your team. These notes are only visible to agents and not sent to the customer.

        To add a note:

        1. Click the Notes tab next on the right.

        2. Type your note and click Save.

        More options

        Click the vertical 3 dots for more options:
        • View transcript - shows the transcript of the conversation.
        • Mark as Spam - moves the ticket to Spam.
        • Delete - moves the ticket to Thrash.
        • AI Feedback - collects your feedback on AI Assist’s performance in replying to tickets.
        • Hide events - hides events such as when the ticket was assigned or tagged from the conversation window. 
        You can also mark multiple tickets as spam:
        Select the tickets in your Inbox and click Mark as spam.

        AI Assist and Smart Reply

        If you’ve enabled AI Assist, you can:

        • Assign an AI agent to your Tickets inbox
          You can allow your AI agent to reply to tickets on your behalf. To do this, go to the Channels list on your AI agent’s Settings page and switch “Ticketing” on.

          Learn about creating AI agents and assigning them to different support channels with this guide:
          Deploying multiple AI Agents across support channels
        • Enable Smart Reply
          To get AI’s help in composing accurate replies to customers’ queries, go to your AI agent’s Settings page, scroll down, and switch Smart Reply on.

          Learn more about Smart Reply here:
          Using Smart Reply

        Additional considerations

        • Notifications
          You’ll receive email and dashboard notifications when a new ticket arrives or someone replies to an existing ticket.

        • Ticket sources
          Tickets may come from direct emails to your support address, the widget’s offline form, or the Knowledge Base Ticket Form.

        Related guides

        Creating and responding to tickets
        Assigning tickets
        Setting ticket Priority
        Tagging Tickets
        The differences between Open, Pending, and Closed tickets
        Helping other agents with Whispers
        How to edit the Knowledge Base Ticket Form
        Responding to offline messages via Ticketing
        Adjusting mail notifications
        Creating and managing shortcuts
        Deploying multiple AI Agents across support channels
        Using Smart Reply
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