Setting up your Twitter channel

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  • Bryan Hahn

    Hi all!

    I've had this integration set up for a few months. My team is running into an issue where images/screenshots customers send require them to sign in to our main Twitter handle. We purposely haven't provided them that access for security reasons, but are hoping there's an alternative way they can view images that come through in DMs.

  • Diogo Maciel
    Zendesk Customer Advocate

    Hi Bryan

    Sadly this is not possible. In order to access the images the Agent would need to have a Twitter login.Twitter is a Plain Text channel in Zendesk, and as such unless it is viewable through Twitter itself which would require logging in, the agent would not be able to view. 

  • Robert Cabral

    Is it possible to only have Twitter direct messages imported into Zendesk, and not tweets?

  • Brett Bowser
    Zendesk Community Team

    Hey Robert,

    If you disable that first setting to Capture public mentions as tickets but leave Capture incoming direct messages as tickets enabled that should get you the results you're looking for :)

  • Donald Cornel

    Hi There!

    I'm getting this error when I reply to a twitter ticket. And my reply content doesn't fire to the twitter post.

    Here's the setup on Zendesk.

    Here's the setup and permission on Twitter account:

    I already tried to unlinked and add it again.

  • Ben Van Iten
    Zendesk Community Team

    Hi Donald Cornel,

    My apologies for the delay in our response. 

    • Is this issue still persisting?
    • Does it happen with all twitter tickets in your account or just a certain one?

    Based on your answers here I'm going to work with some of our team internally to determine some additional actions we can take.


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