Managing tickets from Twitter

Have more questions? Submit a request

11 Comments

  • Lisa S
    Comment actions Permalink

    Hi,
    Is it possible to reply to the original tweeter and @ another Twitter account to reply to more than one twitter account in one ticket?
    Thanks,
    Lisa

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Lisa,

    I double checked and it does look like you can @ mention another twitter account from the agent interface. You'll just have to manually type it into the ticket update but should render correctly once passed over to Twitter.

    Cheers!

    -1
  • Henrique Lleras
    Comment actions Permalink

    Hi All,

    Is it possible to to include in a public response the button for the requester send a DM thru Twitter?

    0
  • Katherine Arthurs
    Comment actions Permalink

    I wanted to clarify, is it possible to ONLY have Twitter DM's become a ticket versus any tweet at our account?

     

     

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Katherine,

    If I'm understanding you correctly, you could set Capture public mentions as tickets as No and Capture incoming direct messages as tickets as Yes when setting up your integration.

    Let me know if that isn't what you're looking for.

    Cheers!

    0
  • Robert Cabral
    Comment actions Permalink

    Hey Brett - 

    Is it possible to link two twitter accounts into one Zendesk account? 

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Robert -

    Yes, you can link multiple Twitter accounts to one Zendesk account. You'll add additional ones the same way you did your first one. Just go to channels > twitter > twitter accounts > add twitter account

    0
  • Souleiman Fadal
    Comment actions Permalink

    Is it possible to add a custom message that is automatically sent to the user's DM upon closing a ticket ?

    1
  • James Kwon
    Comment actions Permalink

    Hello. Our Twitter account is managed by a couple of teams. Marketing manages the mentions and Support manages DMs. We have DMs set to create tickets in Zendesk automatically. I'd like to know if there is a way for Marketing to turn mentions into a support ticket at their discretion? I see that you can set a like to create a ticket. Is it only if a tweet is liked by the account holder or anyone?

    0
  • Brett - Community Manager
    Comment actions Permalink

    @Souleiman, at this time there's no trigger condition that will automatically DM the Twitter user. The only action available would be to send a public tweet to the user.

    @James if your Marketing team would like to create a support ticket, they could go directly to the profile of the user that tweets in and create a ticket from there. That being said, an email address would need to be associated with that user profile otherwise notifications would not be sent out.

    Let me know if that's not what you're looking for!

    0
  • James Kwon
    Comment actions Permalink

    Hi Brett - Community Manager,

    I opened our Twitter account via Zendesk, went to a Twitter profile, but couldn't figure out how to create a ticket. Is there documentation on this? If I enabled the feature where a like turns the tweet into a ticket, will a like from anyone turn a tweet into a ticket? Will all replies to a ticket created this way be public? Thanks.

    0

Please sign in to leave a comment.

Powered by Zendesk