When a new ticket is created in Tawk.to, add ticket details to Google Spreadsheet
Log every new Tawk.to ticket as a row in Google Sheets. When a ticket is created, FlowMattic copies the details you map into your spreadsheet, giving your support team a running list they can sort and share.
tawk.to
Google Sheets2 steps Setup ~5 min Used on 2.6k sites Free to import
What this workflow does
Tawk.to keeps tickets inside its own dashboard. That works for the agents answering them, but managers, partners or other teams often want a plain list they can sort, count and share without a Tawk.to login. This workflow builds that list one row at a time.
The Tawk.to trigger fires when a new ticket is created. FlowMattic receives the ticket data and passes it to the Google Sheets Add New Row action. You choose the spreadsheet and sheet, then map each column to a value from the ticket, so the row holds whatever details your team needs.
Rows are added, never edited. Replies, status changes and closed tickets in Tawk.to don't update the sheet, so treat it as a log of when tickets came in. Task History records each run, which helps when you want to check what a ticket sent.
Weekly support review
A support lead sorts the sheet by date on Monday and counts how many tickets arrived last week, without exporting anything from Tawk.to.
Sharing requests with a developer
A freelance developer who has no Tawk.to seat reads the shared Google Sheet to see which tickets mention a bug on the site.
Spotting repeat topics
Add a column for the ticket subject and use the sheet's own filters to group similar requests and see which questions keep coming back.
How this workflow runs
What happens at each step once the workflow is on, and what you need before you import it.
tawk.to Ticket CreatedStarts a run for each ticket opened in your Tawk.to account. The ticket data is passed on so you can map it to spreadsheet columns. Run a test to see which values Tawk.to sends.
- Google Sheets Add New Row
Writes each new ticket to its own row in the spreadsheet and sheet you select. Connect your Google account, pick the sheet, and map each column to a ticket value.
What you need
- FlowMatticCore
- Tawk.to AccountAccount
- Google Sheets AccountAccount
After importing, map your own data. To keep the template universal, not every step is pre-filled. Open each step in the builder and connect your accounts and fields (channels, lists, sheets, recipients) before you switch the workflow on.
Make it yours
Changes worth making after you import it.
- Put a header row in the sheet before you map the step, so each column has a clear name to match against the Tawk.to ticket data.
- Add a column filled with the run date or ticket time so you can sort and chart ticket volume by day.
- If urgent tickets also need a ping, add a Slack or email step after the sheet step so the team hears about each new ticket as well as logging it.
Questions about this workflow
Does closing a Tawk.to ticket update the sheet?
No. The workflow reacts only to new tickets and adds a row each time. Later changes in Tawk.to stay in Tawk.to.
Are chats logged too, or only tickets?
Only tickets. The trigger is Ticket Created, so live chats that never become tickets don't reach the sheet.
Will my existing Tawk.to tickets be copied?
No. Only tickets created after you turn the workflow on are added. Older tickets would need an export from Tawk.to.
Can I pick which ticket details go into the spreadsheet?
Yes. You map each column yourself in the Google Sheets step, so you can include as many or as few ticket values as you like.
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