I would like to be able to edit a ticket, because when we type something wrong like the name of the recipient for example, we have to delete and create another ticket, losing a sequence
steve kozlowski commented
We would love the ability to edit the tickets especially the email and adding a cc. I have three clients that have moved all the customer support contact to talk.to. All three are require a user account for different pricing on the website and customer never think to put their company or email they used for their account. So many tickets are deleted and recreated.
This would provide the ability to edit the from address in the ticket and allow the agents to entire the email they need to complete requests.
with transaction email filters many have tracking and if someone reply to shipping emails we catch these and forward them to the ticket system. however, these emails are from a tracking email address and they need to be rekeyed in.
Greg Hewitt-Long commented
If we create a ticket for a session the ticket name is the Visitor ID, ie, in the form V############# where ############# is a long number. If the customer has not provided their name, or used an email address we have on file already, we might not be able to identify their name until the ticket is created.
When working a number of tickets, it would be much better if we could rename the ticket to their name or their name and a short description after we have ascertained who they are.
Currently it's not possible to rename a ticket after creation - add the ability to rename tickets after creation please.
I'd like to suggest the ability to edit contact information once it's been received. During a test where we sent in an email to the @tawk.to email address, I noticed that the user's name was pre-set to first of the user's email address (i.e. email@example.com = "myemail") and that we could not edit the email address associated with the message.
On a side note, we use OS Ticket to handle tickets currently and it does allow this type of editing, which we've found very useful.
Mithil G commented
It would be great if we get an option to edit subject when we convert an open chat to a ticket.
Hello! I would like to congratulate you for the excellent work. A suggestion: Make it possible to create and edit the contact record, because if we put some wrong information we can not correct. And I realized that I can not create a new contact to open a ticket (they are created through chat contact). It would be great to be able to create the contacts and edit the alpem fields of having a field for phone
Edit Ticket Name and Number Will be awesome!
I would like to add a cc email to this
Hans N commented
Simple modification: Make it possible to edit the recipient of a ticket. This is useful if we forward emails into the system. If we forward, the ticket recipient will become us agents, not the actual end user - and thus we'd need to be able to edit the ticket recipient once it is inside Tawk.
When an agent creates a ticket, the "Recipient" should be called the Initiator and default to the current logged on user.
And then they can assign to a specific agent and select from the list of available agents.