Setting up your Twitter channel Follow

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9 comments

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    Jeremy Flanagan

    Does anyone have suggestions on how to identify tweets with images for special routing through triggers? We auto-close most of our twickets, but do look at ones based on string search. We'd like to start monitoring ones that have images attached to the tweet as well.

  • Avatar
    Jessie Schutz

    Hey Jeremy!

    The only thing I can think of is to set up a trigger to test for a specific string in the comment text. I'm not 100% sure if all image links are truncated the same way once they make it into Zendesk, but using the first portion of the link (ie: https://t.co) could work.

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    Adetona Ajao

    Say, is the integration working correctly?

    We've just tried to add a couple of new twitter accounts to Zendesk, but each time we've been faced with this error message.

    It says in the message that you guys have been notified, but just in case anyone else is having the same issue or if it's just us.

  • Avatar
    Jessie Schutz

    Hey Adetona! Sorry for the delayed response here!

    It does look like there was an issue where the Twitter authorization was having some issues, but they have since be resolved. If you're still having problems, let us know so we can take a look!

  • Avatar
    Adetona Ajao

    Indeed!

    I can confirm that the issue appears to be resolved as far as we're concerned, we tried adding the accounts about the day before yesterday and everything seems to be working.

    But thanks for the confirmation none the less!

  • Avatar
    Jeremy Flanagan

    Has this flow changed at all? I have 3 twitter accounts in ZD and am unable to find where to change one to primary. 

    Thanks!

  • Avatar
    Jessie Schutz

    Hey Jeremy!

    I'm going to go ahead and pull you into a ticket on this one. I'm going to get you in touch with one of my colleagues, Ben, who is a Social Media Product Champion. He'll be able to help you figure out what's going on. See you there shortly!

  • Avatar
    Giovanni BERTHELOT

    Hey !

     

    The Twitter integration is really cool. However, I would like an option to create tickets automatically, but with a filter. For example, I don't want to have a ticket created each time that a user is using "RT" or "via" on his tweet.

    Is there any option for this ?

  • Avatar
    Tiann Nelson-Luck

    Hi Giovanni, 

    Currently, at this time, you can't use a filter with the automatic ticket creation based on your account handle or direct messages from Twitter users that you follow to filter out tickets that contain certain phrases or words. Messages that contain these phrases, or that are not support requests, would still need to be manually deleted. However, that is a great product request that I encourage you to post in our Product Feedback Forum for automatic filtering! 

    You can also take those phrases and use them in a business rule to automatically set those tickets to Solved or Closed in your Zendesk, so you do not have to deal with them (only manually delete if you would like). The condition for the trigger would be "Ticket: Comment text... > contains at least one of the following words > RT via". For the actions, you could then choose to set the status to either Solved or Closed. 

    Let me know if you have any further questions! 

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