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.