I think this was a good idea to not integrate with Slack since you so most of the chat functions Slack is capable of right in tawk. Commerce and analytics and attribution integration should be a higher priority!
It would be nice to let them minimize the window without closing chat altogether. Will save time if they decide they want to chat.
This is a very common feature in almost every ticketing and chat system out there
The first stage of the Knowledge base was launched earlier today > https://www.tawk.to/updates/new-features-tabs-knowledge-base-agent-alerts/
This is to manage internal KB, the client facing KB is in our plans to implement
Once this public knowledge base is live I think we are going all-in on Tawk
Any chance of getting the feature to allow people to submit a ticket through the public knowledge base in the event they don't find what they need?
Also, will the headers/navigation be customizable?
Also, will it support using a CNAME for the URL to be masked (support.yourdomain.com)?
Also will the support ticket emails be allowed to come from firstname.lastname@example.org and allow the user to reply directly to that and route the emails directly into the ticketing system?
Sorry for all the questions, just really anticipating this unified solution!
This is great. Is there any way to incorporate SMTP integration for our mail servers into this so the email can come from email@example.com vs [funiquieidentifier]@tickets.tawk.to?
this is a good idea.
Hi there David,
Yes, it won’t work as you are trying to use the ticketing system in a way that it’s not supposed to be used yet.
We have had discussions that Visitors should be able to create tickets as well as Agents do but currently we only support Agents creating tickets.
We’re thinking about this but are not sure when development on this will start, though.
Having POP/SMTP integration to ensure that the email doesn't come from "via tawk.to" in the extended header would be great to make the solution seamless
When a ticket is created by an agent, the user gets an email. That email should be from something like "firstname.lastname@example.org". The customer should have the option to reply to this email and have their response added to the ticket.
Also, a new email to that address should open a ticket that agents can work on.
FYI, we would LOVE the ability to integrate with Zapier and pass info into a hidden field of the initial chat so that the operator can get that info from our systems (i.e., this lead comes from Google AdWords). Our systems handle the second part. Zapier is a logical move to cut down on your dev work for every little integration out there. Just have to be able to receive the data.
Thank you for the suggestion.
Currently the only way is to ban by IP, but in this case the widget won’t appear for that user as well.
To ban by IP, please go to Admin – Ban List – click Ban IP button.
this is a good idea
clearly this feature would be most useful for a public facing knowledge base.
This is a good idea so that customers can review their open tickets and follow up.
Hi there Matthias,
We see that quite a few of you are asking for this feature and we would love to give it to you but the problem is that to get this information, our Widget has to be integrated with the specific platform which us used as the backbone for the website. We have a few now and will expand further.
What is the platform that you use so we know for what to build the integration first?
We'd be happy with a hidden, pre-populated field because our application does a find and replace on whatever we tell it to so we can populate the field ourselves. We just need the field hidden so it's not viewable to the user and something to write in. :-)
Thank you for the idea.
We are thinking about this option. In the mean time, check out our currently launched Reporting section. More information here: https://www.tawk.to/updates/new-feature-reporting/
Hope this helps!
I think it would be even better if Tawk supported Google Tag Manager so then you could put whatever scripts you wanted on the site without having to make the Tawk staff implement all of them that are out there
Yes please. This will allow Tawk users to implement products as subdomains without using third party URLs. This will be particularly helpful when the front facing knowledge base comes out. support.yourcompany.com will go over much better than sending customers to a third party URL and risk never getting them back.