How to track conversions for "Ticket Form" inside Shortcuts via JS API?

Community Discussion Feature Requests
1

1. Problem Description

I am trying to track Google Ads conversions on my website using the tawk.to JavaScript API. While standard hooks like onPrechatSubmit and onChatMessageVisitor work perfectly, I’ve encountered a “tracking blind spot”:

The “Ticket Form” component inside Shortcuts.

When a visitor submits this form and sees the message: “Your ticket has been submitted. Thank you!”, no JavaScript API event is fired.

2. What I have tried

I’ve implemented the following hooks, but none of them capture the Shortcut Ticket Form submission:

  • onPrechatSubmit: Only works for the initial pre-chat form.
  • onChatMessageVisitor: Does not trigger when the ticket form is submitted (it seems handled internally by the iframe).
  • onOfflineSubmit: Does not trigger for in-chat shortcut tickets.
  • onVisitorNameChanged: Does not trigger even if the name is collected.

3. Technical Constraints

The widget is rendered in a cross-origin iframe with srcdoc, so I cannot use MutationObserver to detect the “Success” div (.tawk-chat-alert-content) from the parent window.

4. My Question

Is there any undocumented API event or a window.postMessage listener that I can use to detect when a visitor successfully submits a ticket through the Shortcut widget?

If not, are there any plans to add an onTicketSubmit hook to the JS API?

2

Hi @ztocable ,

Thank you for sharing the detailed information about your setup.

To better assist you, we’d like to understand your current workflow and objective a bit more. Since the Ticket Form within Shortcuts is typically used for escalations (for example, when a chat needs to transition into a follow-up support ticket), could you please share why you’re looking to track this specific submission event?

For instance:

  • Are you aiming to track Shortcut ticket submissions as a Google Ads conversion?
  • Is this part of measuring support escalations or internal performance metrics?
  • Are tickets being used as a primary lead capture method in your flow?

Understanding how the ticket form fits into your process will help us determine whether there may be an alternative approach that aligns with your tracking goals.

We look forward to your response so we can guide you accordingly.

3

Hi @JethroPaul ,

Thank you for your continued support.

To clarify our use case:

In our setup, the Ticket Form within Shortcuts is triggered together with our automated greetings and chat triggers. It appears as part of our initial engagement flow, especially for visitors who land on product or inquiry-focused pages.

Importantly, many visitors submit the ticket form without continuing the live chat conversation afterward. In these cases, the ticket submission itself becomes the only interaction and represents a completed lead action from our perspective.

Because of this behavior, ticket submissions function as one of our primary lead capture methods rather than just escalation tools. We would therefore like to track each successful ticket submission as a Google Ads conversion event.

Accurate tracking of this action is important for us to measure campaign ROI and optimize based on qualified lead generation.