Twitter workflow on Zendesk makes no logical sense outside of Zendesk

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    Matt Barker
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    Hi Darran,

    Thanks for the feedback. Twitter status' support a tree like structure, whereas Support tickets use a flat linear structure. This means should there be multiple threads in Twitter, they'll be represented as a linear set of time ordered comments in the Support ticket. Within the ticket, there's no way to indicate which comment/thread you're replying to. We agree, it's not ideal, but there's always going to be tradeoffs when trying to map one conversation structure to another.

    Cheers,
    Matt

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