# tawk.to + Make: Track New Support Tickets in a Sheet

> Connect tawk.to to Make with a webhook so every new ticket becomes a row in Google Sheets with an owner and a status. A how-to guide based on the docs.

Source: https://learn.ynteractive.com/content/blog/tawk-to-make-new-tickets-to-google-sheets · Updated 2026-10-20 · Free from Stepthrough (https://learn.ynteractive.com)

Quick answer

To track tawk.to tickets in Google Sheets with Make, start a scenario with the tawk.to module **Watch New Ticket**, copy the [webhook](https://learn.ynteractive.com/content/glossary/webhook) URL it gives you, and paste it into tawk.to under **Settings > Webhooks > Create Webhook**. Then add **Google Sheets: Add a Row**. Every ticket a visitor leaves on your site becomes a row with a status and an owner. You can set up the tawk.to widget free, step by step, in the [tawk.to: Answer Website Questions After Hours](https://learn.ynteractive.com/content/tawk-to-answer-website-questions-after-hours) lesson, and learn how webhooks work in Make, hands-on, in [Webhooks: Connect a Website Form to Make](https://learn.ynteractive.com/content/make-com-webhook-website-form-google-sheets).

Last updated October 20, 2026

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By [Robert Breen](https://learn.ynteractive.com/content/about) · Published October 20, 2026 · Updated October 20, 2026 · 4 min read

tawk.to · Make · Webhooks · Google Sheets · Integration guide

**This is a guide, not a hands-on lesson.** It explains the idea and lists the setup steps from Make's tawk.to documentation. There's no practice copy to click through here, and Stepthrough hasn't tested every screen on every plan. Screens change, so check the links in Sources if a step looks different.

## What business problem does this solve?

When nobody is online, tawk.to lets visitors leave a message, which becomes a ticket. Tickets are where real requests hide: "Please call me about a quote," "I was charged twice," "Can you send my certificate?" If they only live in the tawk.to dashboard, they're easy to miss. Nobody can see at a glance who is handling which one.

Take Summit Ridge Accounting, a made-up five-person firm. In tax season, it gets 15 to 20 website tickets a week, mostly after hours. The office manager wants one shared sheet, **Website tickets**, that shows every ticket, who owns it and whether it's done, and that the whole team already knows how to use.

A [Make scenario](https://learn.ynteractive.com/content/glossary/make-scenario) adds each ticket the moment it's created. Each morning the office manager assigns owners in the sheet, and the team works down the list. Nothing waits more than a business day, and the sheet doubles as a record of response times.

## How does the tawk.to Make app work?

It works through a [webhook](https://learn.ynteractive.com/content/glossary/webhook), not an [API key](https://learn.ynteractive.com/content/glossary/api-key). tawk.to sends a message to a URL each time an event happens, and Make listens at that URL. Make's own documentation says no tawk.to connection is needed in Make: you copy a URL from Make into tawk.to.

The app has three triggers and no actions:

| Module | Fires when |
| --- | --- |
| Watch Chat Starts | A visitor starts a chat |
| Watch Chat Ends | A chat ends |
| Watch New Ticket | A visitor creates a ticket |

Because these are instant webhook triggers, the scenario runs the moment tawk.to sends the event. It doesn't wait for a schedule.

## How do you connect tawk.to to Make, step by step?

1. In Make, click **Create a new scenario**.
2. Click the big plus, search for **tawk.to** and choose **Watch New Ticket**.
3. Create a webhook: give it a name such as "Summit Ridge tickets", click **Save**, and copy the URL Make shows.
4. In your tawk.to dashboard, go to **Settings**, then **Webhooks**, and click **Create Webhook**.
5. Give it a name, paste the URL into the **Endpoint** field, select the ticket event, and click **Save**.
6. Back in Make, click **Run once**. Then leave a test ticket on your own website: open the widget when no agent is online and send a message.
7. Make shows the ticket data it received. Add a module: **Google Sheets: Add a Row**, and pick the **Website tickets** sheet.
8. Map the columns ([field mapping](https://learn.ynteractive.com/content/glossary/field-mapping)): received time, visitor name, email, subject and message. Type "New" into Status and leave Owner blank for the morning review.
9. Save the scenario and turn it on.

Add the other events to the same webhook in tawk.to only if you want those too. Each event that arrives uses Make operations, even if a filter later drops it.

## What can you add after the basic scenario?

- **An alert.** Add **Slack: Create a Message** after the sheet step, so the team sees "New website ticket from {name}" right away.
- **Routing.** Use a Make router to send tickets that mention "billing" or "charged" to the billing lead, and the rest to the front desk. [Filters and Routers in Make](https://learn.ynteractive.com/content/make-com-router-and-filters) teaches this hands-on.
- **A chat log.** Make a second scenario on **Watch Chat Ends** that adds every finished chat to a separate tab, for monthly FAQ reviews.

## What usually goes wrong?

- **No data arrives.** The webhook in tawk.to must be saved with the right event selected, and the Make scenario must be running, or in **Run once** mode while you test.
- **Several websites.** If you run more than one tawk.to property, check in the test data which website each ticket came from, and add a Property column so the right team picks it up.
- **A changed URL.** If you delete and recreate the Make webhook, its URL changes. Update the **Endpoint** in tawk.to.
- **Personal data.** Tickets contain names, emails and sometimes account details. Share the sheet only with the people who answer tickets.

## Key takeaways

- Make's tawk.to app has three instant triggers: **Watch Chat Starts**, **Watch Chat Ends** and **Watch New Ticket**. It has no actions.
- There's no API key. Copy the webhook URL from Make into tawk.to's **Settings > Webhooks > Create Webhook**, in the **Endpoint** field.
- **Watch New Ticket** into **Google Sheets: Add a Row** gives the team one shared ticket list with owners and statuses.
- Add Slack alerts and a router once the basic scenario works.
- If you recreate the Make webhook, update the URL in tawk.to.

## Frequently asked questions

**Do I need a paid tawk.to plan for webhooks?**

tawk.to is free, and Make's guide doesn't mention a paid plan for webhooks. Make's free plan includes a monthly allowance of operations.

**Is there a Zapier version?**

Yes. The tawk.to Zapier app has four triggers, including **New Chat Transcript**. See [tawk.to + Zapier: Log Every Chat Transcript in Sheets](https://learn.ynteractive.com/content/blog/tawk-to-zapier-chat-transcripts-to-google-sheets).

**What is a webhook, in plain words?**

A message one app sends to another the moment something happens, so the second app doesn't have to keep checking. The [webhook glossary entry](https://learn.ynteractive.com/content/glossary/webhook) explains it with an example.

**Where can I learn Make from scratch?**

Start with [Your First Make Scenario](https://learn.ynteractive.com/content/make-com-google-forms-to-google-sheets), or take the free [Make & Zapier Jump Start](https://learn.ynteractive.com/courses/make-zapier-jump-start) course.

## Sources

- [Make: tawk.to app documentation](https://apps.make.com/tawkto)
- [Make: tawk.to integrations](https://www.make.com/en/integrations/tawkto)
- [tawk.to developer docs (webhooks)](https://developer.tawk.to/)
- [tawk.to in the Stepthrough AI tools directory](https://learn.ynteractive.com/content/ai-tools/customer-support-chatbots#tool-tawk-to)

## Build it yourself, free

**tawk.to: Answer Website Questions After Hours**. A business case for any small office whose website gets questions after closing: put tawk.to's free chat widget on your site, let AI Assist answer the routine questions from your own material, and… You do every step yourself in a practice copy of tawk.to, it checks your work as you go, and “Do it for me” finishes any step you get stuck on. Free, and nothing touches your real accounts.

[Start the free lesson](https://learn.ynteractive.com/modules/tawkto-after-hours-website-chat)

[Or read the full step-by-step guide](https://learn.ynteractive.com/content/tawk-to-answer-website-questions-after-hours)

## Free lessons in this post

- [tawk.to: Answer Website Questions After Hours](https://learn.ynteractive.com/content/tawk-to-answer-website-questions-after-hours): A business case for any small office whose website gets questions after closing: put tawk.to's free chat widget on your site, let AI Assist answer the routine questions…
- [Webhooks: Connect a Website Form to Make.com](https://learn.ynteractive.com/content/make-com-webhook-website-form-google-sheets): Start a Make scenario with a Custom webhook, paste its URL into your website form's webhook setting, send a test so Make learns the fields, and save every request to…
- [Your First Make.com Scenario: Google Forms to Google Sheets](https://learn.ynteractive.com/content/make-com-google-forms-to-google-sheets): Build your first Make.com scenario: every new Google Forms response becomes a new row in Google Sheets. Trigger, connection, mapping, Run once and a schedule.

## Watch it in a free lesson: Answer Refund-Date Emails Without Overpromising using ChatGPT

### A calm reply to "where's my refund?" with ChatGPT

Full walkthrough · 3:07 · with captions

A client wants a refund date while two tax forms are still missing. Give ChatGPT the thread and your firm's facts, catch the date it shouldn't promise, and send a calm, clear reply from Gmail.

[Watch it with chapters and the full transcript](https://learn.ynteractive.com/content/chatgpt-reply-client-refund-emails-accounting#watch)

From the free lesson [Answer Refund-Date Emails Without Overpromising using ChatGPT](https://learn.ynteractive.com/content/chatgpt-reply-client-refund-emails-accounting)

## Related terms

Plain-English definitions, each with an example from a free lesson.

[Webhook](https://learn.ynteractive.com/content/glossary/webhook) · [Scenario (Make)](https://learn.ynteractive.com/content/glossary/make-scenario) · [API key](https://learn.ynteractive.com/content/glossary/api-key) · [Bundle (Make)](https://learn.ynteractive.com/content/glossary/make-bundle) · [Credits (Make)](https://learn.ynteractive.com/content/glossary/make-credits) · [First response time](https://learn.ynteractive.com/content/glossary/first-response-time) · [Instant trigger](https://learn.ynteractive.com/content/glossary/instant-trigger) · [Live chat (website chat widget)](https://learn.ynteractive.com/content/glossary/live-chat)

[The full AI glossary](https://learn.ynteractive.com/content/glossary)

## Keep reading

- [Make Google Sheets Modules: Add a Row vs Search Rows](https://learn.ynteractive.com/content/blog/make-google-sheets-modules): Which Make Google Sheets module to use: Add a Row, Search Rows, Update a Row or Watch New Rows, how to pick the sheet and how headers map.
- [Make Custom Webhook: Set Up, Test and Map a Form](https://learn.ynteractive.com/content/blog/make-custom-webhook-setup): Set up a Make Custom webhook: create and name it, paste the URL into a website form, let Make detect the fields, then map them to Google Sheets.
- [Make Data Mapping Examples: 12 Functions to Copy](https://learn.ynteractive.com/content/blog/make-data-mapping-examples): How mapping works in Make, from form answers to sheet columns, plus 12 copy-ready functions: ifempty, if, lower, trim, replace, parseNumber and more.

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