Overview
If you have multiple Facebook pages or Twitter handles linked to your Zendesk account, you might want to create different views to keep an eye on those individually.
Conditions
- Account plan is Team or higher.
- You must have at least a Facebook page or Twitter handle linked to your Zendesk account.
Procedure
Create the trigger for the integration
The first step is to create the triggers, which will add a tag for the specific Facebook page or Twitter accounts, to help separate multiple integrations.
To create the trigger
- Click the Admin icon (
) in the sidebar, go to Business Rules > Triggers.
- Click to add trigger.
- Under Meet ALL of the following conditions add:
- Ticket > is > Created
- Integration account > is > name_of_account
- Under Actions add:
- Add tags > unique_tag
- Create the trigger.
The condition Integration account allows you to select the Facebook Page or Twitter handle you want to add a tag for in tickets when a ticket is created.
Create the view
Once those tickets are tagged with the unique tag, you can create a view which displays all of the tickets from that specific integration account.
To create the view
- Go to the Admin icon (
), and then Manage > Views.
- Select to create view.
- Under Meet ALL of the following conditions include:
- Ticket: Status > less than > Solved
- Ticket: Tags > contains at least one of the following > unique_tag
- Save the view.
This process will need to be repeated for each Facebook page or Twitter handle that is integrated with the account.
2 Comments
Because of our Facebook page structure, all the different Facebook pages appear on the trigger list with the same name. Just the name of the company, is there any way to distinguish the different pages?
Hi Claudia,
In order for this process to work it is required that you are able to differentiate the accounts on the trigger side.
Are there any other properties you could think of that is unique for the tickets of different Facebook pages? In theory you could have a trigger add a tag based on something else as well if it is not possible to make a small naming convention change for the Facebook pages.
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