How to set up ticketing in tawk.to
The instructions below are for desktops and laptops only.
Ticketing in tawk.to helps you manage customer requests and escalations in a structured, asynchronous way. It is designed for support cases that require follow-up or resolution over time, rather than real-time conversation.
Tickets can be created from multiple sources, including
All tickets are stored in your tawk.to Inbox, where they can be assigned to agents or departments, prioritised, tracked, and resolved.
Tickets have 3 statuses:
While live chat is optimised for real-time conversations, ticketing is used for support requests that need escalation or ongoing follow-up, helping ensure that no customer inquiry is missed.
Tickets can be created from multiple sources, including
- Forwarded support emails
- Live chats that agents escalate for follow-up
- Offline messages left when no agents are online
- Ticket forms submitted through your Knowledge Base
- In-chat shortcuts with the Ticket Form
All tickets are stored in your tawk.to Inbox, where they can be assigned to agents or departments, prioritised, tracked, and resolved.
Tickets have 3 statuses:
- Open – Action is required from your team
- Pending – Waiting for a response from the customer
- Closed – The issue has been resolved
While live chat is optimised for real-time conversations, ticketing is used for support requests that need escalation or ongoing follow-up, helping ensure that no customer inquiry is missed.
Before you start
Ensure you have:
- An active tawk.to account
- At least one property set up
- Access to your email provider or domain settings (for example, Gmail, Outlook, or a custom domain email)
Steps to set up ticketing
1. Get your Ticket Forwarding Email
Each tawk.to property has a unique Ticket Forwarding Email address. This address allows tawk.to to receive incoming emails and convert them into support tickets.
To learn how to find your Ticket Forwarding Email, see this guide: Forwarding your emails to tawk.to
2. Set up your email system
Once you have your Ticket Forwarding Email, configure your email provider to forward incoming support emails to that address. This ensures that:
This setup varies depending on your email provider. Follow the instructions in this guide for provider-specific setup details: Forwarding your emails to tawk.to
3. Respond to tickets from the dashboard
After tickets are created, you can manage and reply to them directly from the tawk.to dashboard. All replies sent from the dashboard go to the customer’s email address and remain part of the same ticket thread.
To learn more about responding to tickets, see this guide: How to respond to a ticket
4. Convert offline chat messages into tickets
Visitors can leave offline messages through your chat widget, and these messages appear in your tawk.to inbox. You can convert offline messages into tickets, so your team can manage them alongside email-based tickets. This helps you track, reply to, and follow up on non-live conversations in one place.
To learn more about handling offline messages with ticketing, see this guide:
Responding to offline messages via ticketing
5. Assign tickets to agents and departments
Tickets can be assigned to a department or to individual agents, depending on your team’s workflow. Your agents can only view and respond to tickets for the departments they are assigned to. To learn more about departments and assigning tickets, see these guides:
Creating and managing departments
Assigning tickets
6. Enable ticket notifications
To ensure your team does not miss new tickets, you can enable email alerts for new tickets and ticket updates. Learn more about email notifications here: Adjusting mail notifications
Each tawk.to property has a unique Ticket Forwarding Email address. This address allows tawk.to to receive incoming emails and convert them into support tickets.
To learn how to find your Ticket Forwarding Email, see this guide: Forwarding your emails to tawk.to
2. Set up your email system
Once you have your Ticket Forwarding Email, configure your email provider to forward incoming support emails to that address. This ensures that:
- Emails sent to your support inbox appear as tickets in tawk.to.
- Your team can respond to customers directly from the tawk.to dashboard.
This setup varies depending on your email provider. Follow the instructions in this guide for provider-specific setup details: Forwarding your emails to tawk.to
3. Respond to tickets from the dashboard
After tickets are created, you can manage and reply to them directly from the tawk.to dashboard. All replies sent from the dashboard go to the customer’s email address and remain part of the same ticket thread.
To learn more about responding to tickets, see this guide: How to respond to a ticket
4. Convert offline chat messages into tickets
Visitors can leave offline messages through your chat widget, and these messages appear in your tawk.to inbox. You can convert offline messages into tickets, so your team can manage them alongside email-based tickets. This helps you track, reply to, and follow up on non-live conversations in one place.
To learn more about handling offline messages with ticketing, see this guide:
Responding to offline messages via ticketing
5. Assign tickets to agents and departments
Tickets can be assigned to a department or to individual agents, depending on your team’s workflow. Your agents can only view and respond to tickets for the departments they are assigned to. To learn more about departments and assigning tickets, see these guides:
Creating and managing departments
Assigning tickets
6. Enable ticket notifications
To ensure your team does not miss new tickets, you can enable email alerts for new tickets and ticket updates. Learn more about email notifications here: Adjusting mail notifications
Additional considerations
- Customer replies
When customers reply to ticket emails, their responses are automatically added to the same ticket thread.
- Spam filtering
Check your email provider’s spam or forwarding rules to ensure support emails are not blocked. - Agent access
Ensure that agents are assigned to the correct departments or tickets so they can see and respond to them.
Related guides
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