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.

  • Jeremy Watkin

    Hi, we are using the Twitter integration and running into an issue where public mentions don't create a ticket. But if I login to Twitter and reply to that mention, my reply generates a ticket. What am I doing wrong?

  • Ivana Milkovic

    Hi everyone, 

    From one day to the other 2 out of 3 Twitter handles don't work anymore and we realized that we need the Social media Add-on now.

    Can you please share the resources where and when this was communicated because I cannot see it under the announcements? Also, there was no pop-up warning in Zendesk too. 


  • Brett Bowser
    Zendesk Community Team

    Hey Ivana,

    It's odd that your'e being asked to upgrade as you should have been grandfathered in at no additional cost.

    I'm going to create a ticket on your behalf so our Customer Care team can look into this with you.

    You'll receive an email shortly stating your ticket has been created.


  • Fano Endor

    Edit to the below: our DMs are working but we can't generate tickets through the "at" mention even though the "capture public mentions as tickets" is set to "yes".

    When i first tested this channel a few months back, an "at" mention would automatically become a tweet. Now it looks like you have to "like" it. Was this a recent change or did I not understand the old functionality? I'm asking as we tested this out in our sandbox and tweets were coming in when we were just mentioned, now it has to be a DM. Thanks.

  • Jupete Manitas
    Zendesk Customer Advocate

    Hi Fano,

    Thanks for writing in! The @ mention should convert any public tweet containing your Twitter account handle. If you are Suite plan and not using the Agent Workspace, you may need to install the Social Messaging add-on. Here are the resources that you can follow for a non-agent workspace enabled account:
    Installing and setting up social messaging channels (standard agent interface)

    Thank you!



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