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Ticketing

Last Update 3 giorni fa

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 set up ticketing in tawk.to

The instructions below are for desktops and laptops only.

Ticketing in tawk.to allows your team to manage customer requests that require follow-up or resolution over time. Instead of handling every request through live chat, ticketing helps you organize support cases, track progress, and respond to customers even after they have left your website.

While live chat is designed for real-time conversations, tickets are better suited for requests that require investigation, escalation, or additional time to resolve.

How tickets are created and where to find them

Tickets can be created from several sources within tawk.to and from external email, including:
  • Forwarded support emails
  • Live chats that agents escalate for follow-up
  • Offline messages left when no agents are online
  • The ticket form in your Knowledge Base
  • Ticket forms sent in chats using shortcuts
To learn more about the different ways to create a ticket, see this guide:
How to create a ticket

You can access tickets in your Inbox, where you can:
  • Respond to customers
  • Re-assign tickets to agents or departments
  • Track ticket status
  • Prioritize and resolve requests
Learn about searching for tickets in your Inbox with this guide:
Searching through Tickets
Each ticket has one of the following statuses:
  • Open — Your team needs to take action
  • Pending — Waiting for a response from the customer
  • Closed — The issue has been resolved
Learn more about ticket status with this guide:
The differences between Open, Pending, and Closed tickets

Connect your support inbox with ticketing

The main setup step for ticketing is connecting your support email inbox to tawk.to. This allows incoming emails to automatically create tickets.
1. Get your Ticket Forwarding Email
Each tawk.to property has a unique Ticket Forwarding Email address. When emails are sent to this address, tawk.to converts them into support tickets. 

You can find your Ticket Forwarding Email under Ticketing in the Administration section of your dashboard. See this guide to learn how to get your Ticket Forwarding email: 
Forwarding your emails to tawk.to
2. Set up email forwarding
Once you have your Ticket Forwarding Email, configure your email provider to forward incoming support emails to that address. 

Once forwarding is active:
  • Emails sent to your support inbox appear as tickets in tawk.to.
  • Your team can respond directly from the tawk.to dashboard.
  • Customer replies stay within the same ticket thread.
This allows your team to manage email-based support requests alongside chat conversations in one place.

    Manage and respond to tickets

    After tickets are created, your team can manage and reply to them directly from the Inbox in the tawk.to dashboard. Customers receive ticket replies through email, and their responses are automatically added to the same ticket thread.

    When an agent replies to a ticket:
    • The response is sent to the customer by email,
    • The message becomes part of the existing ticket conversation, and
    • The full conversation history remains visible in the ticket thread.
    To learn how to reply to tickets, see this guide:
    How to respond to a ticket

    Convert offline messages into tickets

    When visitors leave messages while no agents are online, those messages appear in your Inbox.

    You can convert these messages into tickets so they can be tracked and managed like any other support request.

    Using tickets for offline messages helps your team:
    • Track follow-ups
    • Organize conversations that require more time
    • Keep email and chat-based support in the same workflow
    To learn more, see this guide:
    Responding to offline messages via ticketing

    Assign tickets to agents or departments

    Tickets can be assigned to either:
    • Departments, or
    • Individual agents
    This allows teams to route support requests to the correct group or specialist.

    Agents can only see and respond to tickets assigned to departments they belong to.

    To learn more, see these guides:
    Assigning tickets
    Creating and managing departments

    Enable ticket notifications

    Email notifications help ensure your team does not miss new tickets or updates.

    You can enable notifications for:
    • New tickets
    • Customer replies
    • Ticket status updates
    Mail Notifications are available under Settings in the Administration section of your dashboard. 

    To learn more about configuring notifications, see this guide:

    Adjusting mail notifications

    AI Assist and Smart Reply

    If you’ve enabled AI Assist, you can:
    • Assign an AI agent to respond to your support tickets.
    • Enable Smart Reply to get AI’s help in composing the right response to customers’ queries.
    Assign an AI agent to Tickets
    You can assign an AI agent to respond to support tickets that arrive in your tawk.to Inbox.

    To assign your AI agent to Tickets:
    1. Go to your AI agent’s Settings page.
    2. Scroll to the Channels list and enable Ticketing.
    Learn more about creating and assigning AI agents to different support channels with this guide:
    Deploying multiple AI Agents across support channels
    Smart Reply 
    You can use Smart Reply when you need help composing accurate replies to customers’ queries. Your AI agent should have Smart Reply enabled by default. 

    To enable/disable Smart Reply:
    Go to your AI agent’s Settings page, scroll down, and switch Smart Reply on/off.

    Learn more about Smart Reply here:
    Using Smart Reply
    Assign your AI agent to tickets without enabling automatic replies

    If you want your AI agent to be assigned to tickets but not automatically respond to them, follow these steps:

    1. Go to your AI agent’s Settings page.
    2. Enable Ticketing in your AI agent’s Channels list.
    3. Scroll down and disable Apollo AI bot.
    With this setup, your AI agent will still be assigned to tickets, but it will not send automatic replies to customers.

    Additional considerations

    • Customer replies
      When a customer replies to a ticket email, their message automatically updates the same ticket thread in your Inbox.
    • Spam filtering
      If tickets are not appearing in your dashboard, check your email provider’s forwarding rules or spam filters to ensure messages are being forwarded correctly.
    • Agent permissions
      Agents must be assigned to the appropriate departments to view and respond to the tickets routed to those teams.

    Related guides

    Forwarding your emails to tawk.to
    How to respond to a ticket
    Responding to offline messages via ticketing
    Creating and managing departments
    Assigning tickets
    Exporting Tickets
    Adjusting mail notifications
    How to edit the Knowledge Base Ticket Form
    Deploying multiple AI Agents across support channels
    Using Smart Reply
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