We've been using Zendesk since our inception, and about 85% of our communication is in Twitter DM. It would be incredibly helpful if we had the ability to search for a Twitter Handle (@TwitterHandle123). We've confirmed with a couple different Zendesk support team members that Zendesk currently doesn't support Twitter searching capabilities.
Currently the process is fairly time consuming:
- First our public facing rep will send a fan to DM, and say can you look into the ticket for "TwitterHandle123"?
- We then copy/paste the Twitter handle on Twitter.com to find the fan's user name
- Then we search for the fan's user name in Zendesk, and if they match we can then see the ticket.
The hiccup comes when the fan's username is "John" for example. Then we end up searching our entire database for "John" and we're pulling up several thousand users in the search.
The other road bump is, occasionally our fans usernames are different on Public and Private; thus, we're unable to search them at all in Zendesk. This is when we have to reply off of Zendesk, and use Twitter DM organically... thus we're unable to keep stats on the issue the fan might be having.
We can receive upwards of 500+ tickets in one day, and it's not feasible to add another field for searching or step to our reply process when we're trying to stay within our reply time metrics.
I'd say 5-10% of the time we're needing to search a Twitter handle, but when these scenarios come up, they're usually escalated issues that need to be resolved as quickly as possible.
If you could please incorporate Twitter Handle searching capabilities it would be extremely beneficial to some of our most escalated tickets.
Thank you in advance for your consideration;
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