When creating a ticket, provide button to insert summarized chat history to ticket body

Community Discussion Feature Requests
1

It would be handy if, when creating a ticket, there existed a button that allowed the admin to insert some form of the chat history into the ticket body. That could be:

  1. An AI summary of the chat, or
  2. Simply a paired down basic text version of the entire chat

This way the conversation could more easily be logged/tracked all in one spot - the ticket.

2

Hi @websavers ,

Thanks for sharing your suggestion to add a summarized chat history to the ticket body feature to talk. too! Weā€™ve passed it along to our product team for review. While we canā€™t guarantee a timeline, weā€™re always working to improve tawk.to based on feedback like yours.

Let me know if you have any questions, feedback, or other suggestions. Happy to help.

1 Like
3

Hi websavers,

thanks for raising this as a feature request. I opened a discussion on a related topic, but never got to creating a feature request (Chat to ticket flow feels overly complicated, topic #10746).

In the discussion I wonder if Tawk could think about a conversation as a thread, and not break it when moving from one form to another (ie from chat to ticket).

In other words, no button would be needed, no AI or editing of the content. The flow would continue, and the change between context could be documented in the thread like a whisper is now.

4

Hey Thorlakur,

Definitely agree - I think Intercom does this?

In that manner, Iā€™m not even certain if a ticket function would be all that necessary - just keep the data as part of a chat, but have an ā€˜inactiveā€™ state for the chat, rather than closed.

We connect (via webhook) the ticket action to an external support/ticket system, so the tricky part with a change like this is what to do with that. Feels like then the Ticket button might need to become some kind of ā€œForwardā€ action thatā€™s configurable / still ties into webhook. But ultimately thatā€™s beside the point for this request :slight_smile: