Using your Twitter saved searches to monitor and manage tweets

Using your Twitter saved searches to monitor and manage tweets

Once you've created saved searches (see Creating and managing saved searches), you can routinely monitor them and decide if you need to convert any of them to tickets. You can also retweet a Twitter message, follow the Twitter user, select any number of tweets and convert them to a ticket, or view the Twitter user's Twitter profile.

You can access your saved Twitter searches from the Manage searches tab of the Twitter channel settings page.

To access your saved Twitter searches

  1. Click the Admin icon (), then select Channels > Twitter.
    Zendesk Classic: Select Settings > Channels > Twitter > Edit.
  2. Select the Manage searches tab.
Zendesk Classic:

Your saved searches can be added to the top menu bar in Zendesk Classic if you set the Enable Twitter search option on the General settings tab (see Adding Twitter search to the top menu bar).

You can view the search results for each of your searches simply by clicking the name of the search.

This runs your search and returns results of all the tweets that meet the search criteria. You can then convert tweets to tickets, retweet a message, and view a Twitter user's profile.

Converting a tweet to a ticket

From your saved search results you can convert a tweet into a ticket. To do so, locate the tweet you want to convert and then click Convert to ticket. You have to convert the tweet to a ticket to respond to the tweet.

When you create a ticket from a tweet, you're presented with the same ticket properties as any other ticket.

The difference is that you have the following options for responding to the user:

  • Tweet to requester
  • Do not tweet
  • Send as direct message

The Do not tweet option allows you to add a public comment to the ticket without also sending a tweet. You might use this option if you want to communicate with the requester via email rather than through tweets. You'd of course need to have the requester's email address added to their profile to do this. The requester could do that themselves by logging into the Web portal via Twitter to view one of their tickets, you or another agent could add it, or perhaps the Twitter user already has an account in your Zendesk and you've merged that user account with the new account created when a tweet was converted to a ticket.

A direct message is a private message sent via Twitter to one of your followers. You can only send a direct message to a user who is following you and you can only receive direct messages from users that you follow. How do you know, within Zendesk, if a Twitter user is following you? If they are, the Send as direct message option is active and selectable.

As with any other ticket, if you want to add a private comment, just deselect the Requester and CCs can see this comment option.

Set the ticket properties as needed (you must assign an agent to the ticket) and then click Create Ticket. The number assigned to that ticket is listed in the search results so that you can see which of the tweets you've already converted to tickets.

You can click the ticket link to view the ticket.

Note: You can only have one open ticket at a time for each Twitter user. You have to either delete or solve and close the currently open ticket to create a new ticket from a different tweet from that same user.

When you create a ticket from a tweet and the user doesn't already exist in your Zendesk, a new user account is created. The Twitter user's name is added to the user profile and their Twitter handle is added as their primary identity (since that all the data you have about this user is from the tweet). If the user already exists in your Zendesk and their Twitter account is added to their user profile, the new ticket is matched to that existing user's account.

Bulk converting tweets to a ticket

You also have the option of converting more than one tweet to tickets in a single step. Why do this? You might want to create tickets and then tweet back a single response that will be sent to every Twitter user whose tweet you selected.

To bulk convert multiple tickets

  1. Select more than one tweet from your search results.
  2. Click Bulk convert to ticket.
  3. Set the ticket properties as needed and add a comment.

  4. Choose how you want to reply to the requester (Tweet to requester, Do not tweet, etc.).
  5. Click Create Ticket.

A separate ticket for each message is created and the comment (if a tweet or a direct message) to sent to each of the selected tweets. So, in our example above, the Twitter requester will receive the same comment as a reply to both tweets.

Retweeting a Twitter message

You also have the option of retweeting a Twitter message. You might do this if you want to share a customer's tweet about their positive experience using your product.

Locate a tweet that you want to retweet and then click Retweet.

Once you've retweeted the message, it's indicated on the tweet in the list of search results.

View a Twitter user's Twitter profile

The user's Twitter handle links to their Twitter account profile. Simply click the user's handle link to see their Twitter profile.

Have more questions? Submit a request

Comments

  • Avatar
    Nina Nikolic

    How do I view my saved searches to monitor these tweets in the *new* Zendesk? I can't find an option for this anywhere, which means that whoever is assigned to Twitter has a very roundabout way of needing to address these.

  • Avatar
    Avi Warner

    @Nina, a colleague of mine wrote a tip that should help you out here: https://support.zendesk.com/entries/22114738-How-to-Link-to-a-Saved-Twitter-Search-or-anywhere-else-in-the-new-Zendesk-using-Sidebar-Icons

    You can create sidebar links to unique saved searches.

  • Avatar
    Josh Matthews

    I've tried to access the link you've posted above to learn how to create a sibebar link on the newer Zendesk but I don't seem to have access to the content of the link?

  • Avatar
    Jennifer Rowe

    Hi Josh,

    This article should help you out:

    https://support.zendesk.com/entries/22051533-Providing-agents-with-more-information-using-the-Sidebar-Icon-and-Text-apps

    The other article was archived. Sorry about that.

    Thanks!

  • Avatar
    Bartosz Antonik

    Is there any way to give saved searcches view to a normal agent? In this article there is only a way to give them access to the twitter itself. I would like the agents converting tweets into tickets and all responses being in Zendesk.

  • Avatar
    Emily

    Hi Bartosz, 

    Because a Twitter saved search will find out-of-context references to your keyword, we don't automatically create a ticket every time the search returns something. It's only possible to manually create a Zendesk ticket from a Twitter saved search. Since the saved search is located in the Channels > Twitter section of an Admin's control panel, only an Admin or an Agent with a custom role (Enterprise) can manage this section of your Zendesk. 

     

     

  • Avatar
    Erin Ambrose

    Can you set up one filter with multiple identifiers? How many 'keywords' can you set up in a saved search?

  • Avatar
    Jessie Schutz

    Hi Erin!

    You can search multiple keywords in the same Twitter search filter. You just need to separate each keyword with a space. If you want to search for a string or phrase, you'd want to put the string inside quotation marks. Twitter has some great documentation on their search operators here: Using advanced search. This can help you set up exactly the kind of searches you need!

    Hope that helps!

  • Avatar
    Jan Carlin

    If I press the "Convert to ticket" link for a tweet I am presented with a ticket form like dropdown. In our case we have three different forms. All the fields from all three forms are shown in this dropdown, cluttering up and confusing the situation. Only one of the forms is used by the team that uses the Twitter integration. Is there a way to limit what fields are shown? Javascript app?

  • Avatar
    Jessie Schutz

    Hi Jan!

    I don't know if you'd be able to alter this at all using JS - we'd need to leave that to members of the Community who are more knowledgeable about that.

    I think the best way to work around this would be to use the "Apply macro" link at the top of the "Convert to Ticket" form.

    You can set up a designated macro for creating Twitter tickets, and have your agents always use this when manually creating tickets from Twitter searches. When you build the macro, you can set the ticket form, as well as any other fields that should be pre-populated when the ticket is created. When an agent goes in to work on the ticket, the correct ticket form will be displayed, and they'll be able to fill out anything else that's needed for that ticket.

    This also has the added benefit of making Twitter ticket creation a simple, 3-click process for the agents managing the Twitter searches, which should help to increase agent efficiency in this area.

    Hope that helps!

  • Avatar
    Jan Carlin

    That sounds like a good idea. Alas, the macro dropdown is messed up in the Convert to Ticket screen I just discovered trying out your idea. The dropdown is very narrow and the sub menus are hard if not impossible to find. I'm logging ticket about it.

  • Avatar
    Jessie Schutz

    Hi Jan!

    Good idea! Mine looked a bit odd, but I'm working from my laptop today and I thought my browser window just wasn't big enough. We'll look into it and see what we can find out for you!

  • Avatar
    Jan Carlin

    The ticket is 905913. It has a screenshot where you can see what I mean.
    I reloaded and widened my screen and it does look much better but it's not perfect. At least I can find a specific macro now

  • Avatar
    Jessie Schutz

    Thanks Jan! I've CC'd myself so I can keep tabs on it. :)

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