Tawk.to Live Chat Integration
Currently we are using Tawk.to and it would be great to have a similar feature that Zendesk has with Zopim. If an end user is communicating to us about an issue and we happen to assist them remotely or schedule them for an on-site the ability to create a ticket from the chat I would think be great. Our White Label Remote Support uses this feature and quite a bit of their clients use RepairShopr.
I talked to tawk.to, it sounds like there isn’t a way to do this right now – but they are building a ticket system now. They told me when the ticket system is out, we should be able to integrate to that. So you would make a ticket in tawk.to, and that could create a ticket in RS – it’s a bit fuzzy until they ship it.
You can follow that progress here:
The Tawk.to ticket system went operational in December 2015 we're now in September 2017.
We want to adopt your system but it absolutely needs live chat for clients, and also between backend team members - both must become part of the client record.
I have just started using Tawk.to, their ticketing system is operational, would there be an option to integrate it with RepairShopr?
Kevin Klug commented
This would be a great feature to have!
Ankit Roy commented
wow, its great. I am using revechat for my website only because they are providing voice and video chat support so you can engage your visitors in real way.
tawk.to is also making themself better. Lets see how far tech is going to make our life easy.
Troy, any updates on this? The link you provided indicates that this features has already been rolled out @ tawk.to.
If Tawk.to still does not want to make this happen. I would be willing to use a different service for this feature as well. I'm sure you could find someone that would like to integrate with you guys. Or maybe roll out your own solution down the road if need be.
@Troy "Where would the "Create ticket" button show up? On the end user side, or the tech side?"
I would say at the very least on the tech side, maybe with an option for a user to create a ticket. There are a number of fields you can have a user fill out before they even initiate a chat. That information should also carry over to the ticket.
They have a survey feature as well, maybe there is an integration that can be made there to ask the user to fill out some final questions before creating the ticket. But honestly the tech / agent, could easily just ask for the information in chat, and fill it out upon creating the ticket and scheduling appointments.
@Troy They have launched their ticketing system now. I also submitted a formal suggestion on their uservoice forums. Anyone else that would love to see this happen, please go vote it up.
Curtis N Christine Quinn commented
We just integrated Tawk.to into our website. I am so impressed with this.
One of the most feature rich platforms, comes with apps and its free. Doesn't get any better really.
Spencer Pous commented
I really would like to see this too. I would like to see the make ticket on the user side. But what would be nice is live chat integration with Tawk.to and RepairShopr. Don't know how possible, but any integration would be lovely because we use tawk.to as well.
How I would envision it is the end user would reach us via the live chat. Once information has been collected (Name, email, reason they are contacting us) the conversation would ensue. Once the conversation is over a button would be on the tech's side to create a ticket which would grab the collected data (if available) along with the chat log and creating a ticket in Repairshopr. The conversation would then be entered as a comment in the ticket.
AdminTroy (Founder, RepairShopr) commented
Hey all - I really like tawk.to, looks nice.. works well.. What would the integration look like? Where would the "Create ticket" button show up? On the end user side, or the tech side?
Russell Barlow commented
I agree, this would be excellent for my business as well.
Tore Andre Rosander commented
When ive been trying out different helpdesk/servicedesks with a livechat widget i get alot of leads instantly with the livechat. People are lazy and often the costumers dont want to wait for email support, or browse through your site to find the information they are looking for.
Alll the solutions out there requires you to have several systems helpdesk, servicedesk, livechat and so on. Why not make a complete solution?
Combine the booking widget with the devicewidget so that costumers can choose both device AND a timeslot, with a livechat and normal support ticket system you will have a complete servicedesk that cover every need for a repairshop.
Michael Miller commented
We use our own Jabber server (provided by OS X Server). Having RepairShopr have a jabber client so you can roll you own would be super cool, but it doesn't seem all that critical.
Dean Ingraham commented
Just a note. We use Windows, OSX and several different flavors or Linux.
Chris M commented
I would like to suggest integration with Live Help Messenger by Star Develop. WHMCS offers integration for a small additional fee. I would be willing to pay the additional small fee and their product is a complete feature rich application. Interested in your opinion on this.
Chuckles (Instigator, RS User) commented
When I visualize this Chat feature... why not make it similar to Facebooks Chat feature? It is clean, browser based, and works well.
I think employee based communication could be done through IM programs such as:
When it comes to IMing in Windows, the possibilities are endless. With all the available options, there is one program that just offers more than the rest: Digsby. Digsby offers users a wide variety of protocols that include AIM, MSN, Yahoo, GTalk, Jabber, and Facebook chat. However, the innovative genius of Digsby does not stop there. Digsby recently included Twitter, LinkedIn, Facebook, and MySpace feeds in the client as well. As if that wasn't enough to make it the ultimate application, you can get your multiple email accounts, including Hotmail, Gmail, Yahoo Mail, AOL/AIM Mail, IMAP, and POP in there too.
I would definitely see the value in converting potential customers through the chat feature. I think this should be the focus versus interoffice communication.
Just my opinion~
Dean Ingraham commented
Ryan, one of our shops is very large and is split up into many different sections for specific repairs . . . it is big enough where we have considered buying radios for everyone. Anyways, I would personally see it beneficial for both one to multiple shops.
Jon Bova commented
What about a chat feature to allow you to chat with customers via a widget on your website? Then convert their info to a lead. We use Pure Chat currently (free), and it's hard to keep so many tabs open on Chrome ;)