Say a customer sends an email to the wrong person outside of task.to but inside my company. The company employee forwards the email from the customer to the tawk.to ticketing email address. When this happens, a new ticket is opened associated with my company employee email, not the customer.
I should be able to change the contact associated with the ticket to my customer, breaking the connection to my employee. With the option of keeping my employee as a CC on the ticket so they can see the issue was handled.
Yes, currently, tawk.to does not provide a way to change the contact (requester) of a ticket after it has been created.
When an employee forwards a customer email to your tawk.to ticketing address, the ticket will be associated with the employee’s email, not the original customer’s.
However, you can create a new ticket from the correct customer contact profile in your tawk.to dashboard. Here’s how:
Go to Contacts in the left navigation bar.
Click People, then select your customer from the list.
In the contact profile, click the Ticket icon and create a new ticket using the customer’s email.
You can add your employee as a CC recipient so they stay in the loop.
