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Ticketing

Last Update há 16 dias

How to create a ticket Responding to offline messages via Ticketing Assigning tickets Tagging Tickets Setting ticket Priority

Searching through Tickets

The instructions below are for desktops and laptops only.

You can use simple search keywords or apply precise filters to quickly find tickets in your tawk.to Inbox. This guide shows how to locate tickets — whether by keyword or by using the built-in Inbox search and filtering tools.

Using the Search bar 

In your Inbox, you’ll see the Search bar at the top. Enter keywords related to visitor name, email, or message content to find tickets. 

You can also use search prefixes (filters) directly in the Search bar for precise queries. For example:

  • contact:John Doe — show all conversations with that contact

  • message:refund — show chats/tickets containing “refund”

  • ticketId:#1234 — find a ticket by its ID

  • tag:billing, assignee:Mary, status:Open, updated:Last 7 days — filter by tag, agent, status or date range 

Using filters

Click the Filter icon and choose filters from the list: Assignee, Priority, Status, Tags, or Updated date. To combine filters (for example, show only open tickets assigned to you), click Add Filter and set each filter accordingly. 

After filtering, you can sort tickets by Status or Updated date (ascending or descending) to find the newest or oldest items quickly.

Related guides

Searching conversations in the Inbox

Tagging Tickets

Setting ticket Priority

Assigning tickets

How to create a ticket

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