Agents and administrators can define custom Twitter saved searches in Zendesk. Tweets in the search results can be converted to a Zendesk ticket so you can continue to track the conversation with the customer.
Zendesk allows any of the Twitter saved searches that are supported at search.twitter.com. The table below provides search examples that you can use to create advanced searches.
containing both "twitter" and "search"; this is the default operator
containing the exact phrase "happy hour"
love OR hate
containing either "love" or "hate" (or both)
containing "beer" but not "root"
containing the hashtag "haiku"
sent from person "alexiskold"
sent to person "techcrunch"
referencing person "mashable"
containing "superhero" and sent since date "2010-12-27" (year-month-day)
containing "ftw" and sent up to date "2010-12-27"
movie -scary :)
containing "movie", but not "scary", and with a positive attitude