How to set up a Shortcut with a Ticket Form

The instructions below are for desktops and laptops only.

3. Click Administration on the left navigation bar.

4. Click Shortcuts under Settings in the left submenu.

5. Open an existing shortcut or click + Add shortcut to create a new one.

6. If you’re creating a new shortcut, enter the Name and Message. Then, under Message, click Add Element and select Ticket Form.

7. You’ll see the Ticket Form appear in the widget preview with the following fields:

8. If needed, set the Actions, Access, and AI Questions. Then, click Save when you’re done.

Once saved, you can use this shortcut during chats to prompt visitors to submit their details and a message. When a visitor submits the form, a ticket will be created automatically and sent to your Inbox.

• Use Ticket Forms only when follow-up is needed
  Add them to shortcuts for escalations or issues that require continued support.

• Set clear expectations for visitors
  Briefly explain why you’re requesting their details and what will happen after they submit the form. You can do this in the Message field of the shortcut.

• Review access and ticket volume regularly
  Ensure the shortcut is available to the right agents and monitor ticket creation to keep your workflow efficient.

• Tickets created through a Ticket Form behave the same as other tickets in tawk.to and can be managed from your Inbox.

• You can use Ticket Form shortcuts across different departments and chat scenarios, depending on the shortcut’s access settings.

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