I have been using Tawk for a month or so now, and I have yet to come to terms with the hard split between Chats and tickets. I really appreciate being able to switch from Chat to Ticket, but I don’t understand why that has to create a new item on my list. My chat and the following ticket are part of one conversation, which today in Tawk needs one to track down and hunt for the chat to get the background information in a ticket.
I imagine this could be done in one thread, which shows when the conversation went from chat to ticket in a similar way that the chat shows actions that have happened in a thread, or whispers.
Have I missed something about how to properly use the product, or have I pointed out something that could be better?
Hi @Thorlakur, thank you for your thoughtful feedback!
Chats and tickets are designed as separate channels. Merging them might not necessarily be the solution. However, I see where you’re coming from. If we shifted from a session-based model to asynchronous or semi-asynchronous messaging, it would allow both parties to continue the conversation—whether from the website or via email—while still keeping it within the same “chat.”
This approach could maintain the conversational flow you’re looking for, without blurring the line between chats and tickets. It’s a compelling idea and aligns with how we’re thinking about future improvements to make the experience more seamless.
Thanks again for sharing your insights! Feedback like this helps us shape the future of tawk.to.
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Thanks for your reply @kristaps.
I have one thing to add. If the history tab on a ticket (the top-right clock) would directly open up the chat history, I would be perfectly happy.
Today, however, the history tab shows me the system history, which I don’t understand as relevant information when inside a ticket.
Best regards,
Thorri
