Managing tickets from Twitter

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5 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

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