Replying to twitter mentions on Zendesk

Posted Jun 29, 2021

When an agent responds to a twitter thread initially and the user responds back. When we want to continue the conversation, replying from ZD doesn’t follow with the order of the twitter thread but rather responses go to the initial tweet and not in the conversational order.

The expected behavior should be that the reply goes to the latest comment and not the initial tweet. This is horrible UX and needs to be fixed asap.

3 comments

Date

Official

Chris Drylie

Zendesk Product Manager

Nov 09, 2021

Hi Kareem,

Thank you for your feedback and we understand that there are some short fallings within our current Twitter tooling, we are reviewing this and will be updating a lot of areas within our public social platforms.