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  1. 47 votes
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    8 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Hi there David,

    Yes, it won’t work as you are trying to use the ticketing system in a way that it’s not supposed to be used yet.
    We have had discussions that Visitors should be able to create tickets as well as Agents do but currently we only support Agents creating tickets.

    We’re thinking about this but are not sure when development on this will start, though.

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    Jason commented  · 

    Is there any update on this item?

    Jason supported this idea  · 
  2. 517 votes
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    110 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    To All Our Valued Users, Thank you for choosing tawk.to and for taking the time to provide us your feedback and suggestions. At the moment, we can monitor the agent's performance through User Satisfaction reporting. This can be achieved under the Sentiments feature in which the visitor can click the thumbs up and down icon to rate the chat conversation handled by the agent. To check the agent's statistics for User Satisfaction, do the following: 1. Select the Reporting section on the left sidebar 2. Click the filter icon 3. Select the agent 4. Option to download the report as CSV file. The report will show you how many Negative, Positive, or Neutral sentiments each agent receives from their chats. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

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    Jason commented  · 

    Agreed... There is no agent reporting available. At this stage even a time log that I could export would work

    Jason supported this idea  · 
  3. 191 votes
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    10 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    To All Our Valued Users, Thank you for choosing tawk.to and for sharing your suggestion here. Currently, we don't offer an automation feature. Automation is a feature on our product roadmap. Our engineers are working on this feature and updates will be posted once it has been implemented. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

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    Jason commented  · 

    If you could extend the webhooks, Zapier or API send every inbound message, then we could connect it to a variety of chatbots.
    - chatId
    - time
    - Visitor
    - - Attributes (Name, Email, Phone, MemberID)
    - Property
    - - Attributes (Name, ID, Department)
    - Details
    - - Attributes (Message, MessageID, etc)

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  4. 62 votes
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    6 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    To All Our Valued Users, Thank you for choosing tawk.to and for reaching out. We currently don't have a feature for assigning Departments to specific landing pages. Here’s how the department function works in the tawk.to chat:

    1. Chats can be assigned to departments. All Agents, including those who are not assigned to a chat, can see the incoming chats. However, only those who are assigned to the department will get a notification.

    2. This allows for easy chat take-over, especially if the transfer is from one department to another.
    3.
    In departments, other agents only hear the notification sounds if there are no agents currently online in the department the visitor has selected. So the only time it rings for all agents is when a department is selected that has no agents currently online. This is to prevent the chat from going unanswered.

    4. Currently, there is no feature…

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  5. 7 votes
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    0 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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  6. 104 votes
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    14 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason commented  · 

    We would like to do this also. This will really help us to ensure our customers are serviced by the best possible agents

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  7. 24 votes
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    3 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason commented  · 

    This is the only thing missing for us to have full conversion tracking on all enquiries from our website.

    We need the ability to know when a customer sends a message and push that as an event through GTM to Google Analytics, Google Ads and also our marketing platform.

  8. 494 votes
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    73 comments  ·  Feedback » Integrations  ·  Flag idea as inappropriate…  ·  Admin →
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    To All Our Valued Users, Thank you for choosing tawk.to and for reaching out. We currently don't have an integration with Google Analytics. We do, however, have our Google Adwords Tracking integration. Google Conversion tracking can help you see how effectively your ad clicks lead to valuable customer interaction with tawk.to. This article explains how to create a conversion action to track visitor engagement with the widget. You can find the sample code and tutorial here: https://docs.tawk.help/article/google-adwords-tracking Note: this code example tracks a new chat as a conversion. If you would like the conversion to occur on some other metric, please refer to our Javascript API: https://help.tawk.to/article/google-adwords-tracking If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

  9. 60 votes
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    13 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    To All Our Valued Users, Thank you for choosing tawk.to and for sharing your question here. We currently do not have a feature limiting an agent’s ability to view and answer chats. All members of a property see the same dashboard, incoming chats and message history. We have taken note of your suggestion and will post updates once the feature has been approved and implemented. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

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  10. 36 votes
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    0 comments  ·  Feedback » Windows app  ·  Flag idea as inappropriate…  ·  Admin →
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  11. 1,454 votes
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    146 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →
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    To All Our Valued Users, We thank you and appreciate the patience and continued support over the years. As per our development team, we are waiting to roll out a huge update to the architecture of the software in order for this feature to release. As you can appreciate, unfortunately, things don't always go to plan, and other product launches need to be prioritized for the sake of progress. Rest assured, this has already been raised and the update is currently in progress. We will post updates once the feature has been approved and implemented. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

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  12. 43 votes
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    0 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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  13. 564 votes
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    54 comments  ·  Feedback » Integrations  ·  Flag idea as inappropriate…  ·  Admin →
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    To All Our Valued Users, Thank you for choosing tawk.to. We have taken note of your feedback and suggestions. Whatsapp Integration is currently in a review process and on our roadmap as a future feature release. We will update you once this new feature has been implemented. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

    Jason supported this idea  · 

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