How to create views to manage your different Facebook pages and Twitter handles

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 

1. Click the Admin icon () in the sidebar, go to Business Rules > Triggers. 
2. Click to add trigger. 
3. Under Meet ALL of the following conditions add:
   • Ticket > is > Created
   • Integration account > is > name_of_account
4. Under Actions add: 
   • Add tags > unique_tag
5. 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

1. Go to the Admin icon (), and then Manage > Views. 
2. Select to create view. 
3. Under Meet ALL of the following conditions include:
   • Ticket: Status > less than > Solved 
   • Ticket: Tags > contains at least one of the following > unique_tag
4. Save the view. 

This process will need to be repeated for each Facebook page or Twitter handle that is integrated with the account.