Forums/Documentation/Tickets and channels

Using your Twitter saved searches to monitor and manage tweets

Anton de Young
posted this on May 11, 2012 11:29

Once you've created saved searches (see Creating and managing saved searches), you can routinely monitor them and decide if you need to convert any of them to tickets. You can also retweet a Twitter message, follow the Twitter user, select any number of tweets and convert them to a ticket, or view the Twitter user's Twitter profile.

You can access your saved Twitter searches from the Manage searches tab of the Twitter channel settings page.

To access your saved Twitter searches

  1. Click the Manage icon (), then select Channels > Twitter.
    Zendesk Classic: Select Settings > Channels > Twitter > Edit.
  2. Select the Manage searches tab.
Zendesk Classic:

Your saved searches can be added to the top menu bar in Zendesk Classic if you set the Enable Twitter search option on the General settings tab (see Adding Twitter search to the top menu bar).

You can view the search results for each of your searches simply by clicking the name of the search.

This runs your search and returns results of all the tweets that meet the search criteria. You can then convert tweets to tickets, retweet a message, and view a Twitter user's profile.

Converting a tweet to a ticket

From your saved search results you can convert a tweet into a ticket. To do so, locate the tweet you want to convert and then click Convert to ticket. You have to convert the tweet to a ticket to respond to the tweet.

When you create a ticket from a tweet, you're presented with the same ticket properties as any other ticket.

The difference is that you have the following options for responding to the user:

  • Tweet to requester
  • Do not tweet
  • Send as direct message

The Do not tweet option allows you to add a public comment to the ticket without also sending a tweet. You might use this option if you want to communicate with the requester via email rather than through tweets. You'd of course need to have the requester's email address added to their profile to do this. The requester could do that themselves by logging into the Web portal via Twitter to view one of their tickets, you or another agent could add it, or perhaps the Twitter user already has an account in your Zendesk and you've merged that user account with the new account created when a tweet was converted to a ticket.

A direct message is a private message sent via Twitter to one of your followers. You can only send a direct message to a user who is following you and you can only receive direct messages from users that you follow. How do you know, within Zendesk, if a Twitter user is following you? If they are, the Send as direct message option is active and selectable.

As with any other ticket, if you want to add a private comment, just deselect the Requester and CCs can see this comment option.

Set the ticket properties as needed (you must assign an agent to the ticket) and then click Create Ticket. The number assigned to that ticket is listed in the search results so that you can see which of the tweets you've already converted to tickets.

You can click the ticket link to view the ticket.

Note: You can only have one open ticket at a time for each Twitter user. You have to either delete or solve and close the currently open ticket to create a new ticket from a different tweet from that same user.

When you create a ticket from a tweet and the user doesn't already exist in your Zendesk, a new user account is created. The Twitter user's name is added to the user profile and their Twitter handle is added as their primary identity (since that all the data you have about this user is from the tweet). If the user already exists in your Zendesk and their Twitter account is added to their user profile, the new ticket is matched to that existing user's account.

Bulk converting tweets to a ticket

You also have the option of converting more than one tweet to tickets in a single step. Why do this? You might want to create tickets and then tweet back a single response that will be sent to every Twitter user whose tweet you selected.

To bulk convert multiple tickets

  1. Select more than one tweet from your search results.
  2. Click Bulk convert to ticket.
  3. Set the ticket properties as needed and add a comment.

  4. Choose how you want to reply to the requester (Tweet to requester, Do not tweet, etc.).
  5. Click Create Ticket.

A separate ticket for each message is created and the comment (if a tweet or a direct message) to sent to each of the selected tweets. So, in our example above, the Twitter requester will receive the same comment as a reply to both tweets.

Retweeting a Twitter message

You also have the option of retweeting a Twitter message. You might do this if you want to share a customer's tweet about their positive experience using your product.

Locate a tweet that you want to retweet and then click Retweet.

Once you've retweeted the message, it's indicated on the tweet in the list of search results.

View a Twitter user's Twitter profile

The user's Twitter handle links to their Twitter account profile. Simply click the user's handle link to see their Twitter profile.

 

Comments

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Nina Nikolic
firemonkeys

How do I view my saved searches to monitor these tweets in the *new* Zendesk? I can't find an option for this anywhere, which means that whoever is assigned to Twitter has a very roundabout way of needing to address these.

October 15, 2013 19:32
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Avi Warner
Zendesk

@Nina, a colleague of mine wrote a tip that should help you out here: https://support.zendesk.com/entries/22114738-How-to-Link-to-a-Saved...

You can create sidebar links to unique saved searches.

October 18, 2013 14:28
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Josh Matthews
Direct Online Services

I've tried to access the link you've posted above to learn how to create a sibebar link on the newer Zendesk but I don't seem to have access to the content of the link?

February 26, 2014 08:20
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Jennifer Rowe
Zendesk

Hi Josh,

This article should help you out:

https://support.zendesk.com/entries/22051533-Providing-agents-with-...

The other article was archived. Sorry about that.

Thanks!

February 26, 2014 15:35