Forums/Product news and updates/Mobile updates and known issues

Twitter integration: Known Issues

Steven Yan
posted this on November 19, 2010 11:27

Please refer to these known issues while using our Twitter integration.  We're working to resolve each of these and we'll update this article as fixes are deployed to your Zendesk.  Check our weekly deployment updates for news on improvements to our Twitter integration.

If a trigger closes a twicket immediately upon creation, the agent's comment is not added to the ticket

If you've set a trigger to close a twicket after it's been created, the agent's comment is not captured on the ticket along with the original description.  The reason this happens is that Zendesk creates a new ticket from the tweet, saves the ticket, and then evaluates all triggers prior to adding the agent's comment.  

If you do not use a trigger to auto-close a ticket as part of your normal support workflow, you will not experience this issue and the agent's response will show up as a separate comment.

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Comments

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Rvlawrence

Has this been fixed yet?  It's been over a year.

October 25, 2011 11:45
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Steven Yan
Product Manager

Hi Rv, we have not fixed this since it's a current limitation in our trigger system.

November 07, 2011 12:33
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Nattapong Phomphon
Steven Yan November 07, 2011
Hi Rv, we have not fixed this since it's a current limitation in our trigger system.Rvlawrence October 25, 2011
Has this been fixed yet? It's been over a year.
September 16, 2013 21:40