All Zendesk Suite and Zendesk Support customers can add at least oneX Corpaccount so that public messages, such as public mentions, public replies to your tweets, and public likes to tweets, become tickets. Your agents will be able to see and respond to these tickets from the Support interface, just like any other ticket.
Additionally, Zendesk Suite customers can add multipleX Corpaccounts and they can receive public messagesandprivate messages (X Corpdirect messages) from those accounts.
Zendesk Support plans | OneX Corphandle with public messages only. Private messages are not supported. |
Zendesk Suite plans | Up to 5X Corphandles with publicandprivate messages. |
You must be an administrator to add anX Corpchannel.
This article describes adding anX Corpchannel forpublic messagingwith your customers. To set upX CorpDM forprivate messagingwith your customers, seeAddingX CorpDM channels.
This article includes these sections:
How theX Corpchannels works
Zendesk monitorsX Corpaccounts and converts tweets to tickets as needed. All tweet activity between agents andX Corpusers is added as ticket comments. Using theX Corpchannel, you can do the following:
- Convert a tweet into a ticket and respond to the user with a tweet, or move the conversation to email
- Bulk convert multiple tweets into tickets in one step
- Convert tweets to tickets outside of Zendesk by liking a tweet in xcorp.com and many otherX Corpclients
- Automatically capture public mentions and direct messages as tickets
- Append ticket links to outgoing tweets
- Select which of your accounts agents are allowed to use when sending outgoing tweets
- Monitor and take action onX Corpactivity using business rules
Only administrators have access to the incoming tweets. However, once they have been converted to tickets, all agents have access toX Corptickets, unless you have restricted agent access to certain types of tickets.
Once a tweet becomes a ticket, it behaves just like any other ticket in Zendesk, except that you have the option of replying back to theX Corpuser with a public tweet or moving the conversation to email.
You can control if and how incoming tweets become tickets. The approach you take might be based on your overallX Corptraffic or the number of agents you have available. Here are several scenarios for managing incoming tweets:
- Likes.Convert tweets outside of Zendesk by liking them in yourX Corpclient. This approach allows you to manually choose tweets to convert before they ever reach Zendesk.
- Mentions and direct messages.Automatically create tickets from public tweets that contain yourX Corpaccount handle or from direct messages. Sometimes, tickets that are not support requests and that don't need follow-up are created. You can manage these out of your ticket queue by manually solving and closing or deleting them. Group direct messages are not supported and do not create tickets.
- Triggers.Use one or more triggers to monitor new support requests that originate from yourX Corpchannel. You can use the trigger condition Ticket Channel, which has the following threeX Corpsources:X Corp,X CorpDM (direct message), andX CorpLike. The advantage to this approach is that you have much more control over the creation and management ofX Corp-based tickets. SeeManagingX Corptickets with business rulesbelowManagingX Corptickets with business rules.
Note the following limits:
- It can take up to 15 minutes for a ticket to be created from a tweet.
- 每一个X Corpticket has a limit of 5,000 comments. After reaching the limit, Zendesk stops importing new tweets as comments on the ticket.
If you are looking for information about how agents work withX Corp-generated tickets, seeManaging tickets fromX Corp.
AddingX Corpaccounts
You can add anX Corpaccount to your Zendesk account so that tweets become tickets, and your agents can see and respond to these tickets, just like any other ticket.
The number ofX Corphandles and the type of messaging supported by your account depends on your plan type.
Zendesk Support plans | OneX Corphandle with public messages only. Private messages are not supported. |
Zendesk Suite plans | Up to 5X Corphandles with publicandprivate messages. |
To add anX Corpaccount
- InAdmin CenterAdmin Center, clickChannelsin the sidebar, then selectMessaging and social > X Corp accounts.
- Select theX Corpaccountstab.
- ClickaddX Corpaccount.
- You'll be prompted to log in toX Corpand then authorize Zendesk Support to use your account. Enter your login information and then clickAuthorize App.
You'll want to edit the account's settings to control how tweets to this account are handled (seeEditingX Corpaccount settingsEditingX Corpaccount settings).
EditingX Corpaccount settings
After you've added anX Corpaccount, you'll want to edit the account's settings to control how tweets to this account are handled.
You can choose to automatically convert public mentions and direct messages into tickets. If you enable these, the option to manually convert tweets to tickets will no longer be available for thatX Corpaccount.
By default any responses to a tweet will be from the account the tweet was directed to. You can select a different account from theReply asdrop-down list under the ticket reply box. If you want to automatically respond from one account, you can disableAllow replies via this accountwhen editing your otherX Corpaccounts.
To edit settings for anX Corpaccount
- InAdmin CenterAdmin Center, clickChannelsin the sidebar, then selectMessaging and social > X Corp accounts.
- Select theX Corpaccountstab.
- ClickEditbeside theX Corpaccount you want to edit.
- Update settings as needed.
The settings are described in the following table.
- ClickUpdateX Corpaccount.
Setting | Description |
---|---|
Allow replies via this account |
This setting allows agents to use thisX Corpaccount when replying to anX Corpticket. Agents can select the account below the reply box on anX Corpticket: Replies to tickets fromX Corpretain the original inbound format. For example, if the ticket was created from a direct message (DM), then the agents reply from within Zendesk will also be a DM. If the ticket was created from a tweet mentioning yourX Corphandle (for example @Zendesk), then the agents reply from within Zendesk will be a reply tweet, threaded to the senders original mention. |
Make this the default account |
Note:This setting appears in the Support interface whenAllow replies via this accountis set toyes. Use thisX Corpaccount by default to reply to tickets that were created from tweets to your otherX Corpaccounts that don’t allow replies. Whenyes,theReply asdrop-down list shows the name of thisX Corpaccount by default. However, agents can still choose a different reply-enabledX Corp账户从下拉列表中,if desired and available. You can only have one default account at a time. Your old default account becomes a non-default account set tono. Bulk updating tickets Setting a defaultX Corpaccount can affect bulk ticket updates in a few ways. When a customer replies to anX Corpaccount that allows replies:
When a customer replies to anX Corpaccount that doesn't allow replies:
For information about how to bulk update tickets, seeBulk updating tickets. |
Capture public mentions as tickets |
This automatically converts any public tweet containing yourX Corpaccount handle (for example, @mondocam) to a ticket. |
Capture incoming direct messages as tickets |
This automatically converts incoming direct messages into tickets so that your customers can contact you privately rather than publicly. Depending on yourX Corpsettings, you can either receive direct messages from anyoneoronly fromX Corpusers you follow. You can reply to anyone who sends you a direct message. If you addanX CorpDM channel, disable this setting. Otherwise duplicate tickets are created when a private message from anX CorpDM is received. |
Track Likes |
This automatically converts a tweet that you like to a ticket. For example, if you're managing yourX Corpstream using xcorp.com, you have the option of manually liking the tweet by clicking the heart icon. |
RemovingX Corpaccounts
You can remove anX Corpaccount by deactivating it or unlinking it. If you deactivate an account, it is inactive in Zendesk but you can reactivate it at any time. If you unlink an account, it is removed from Zendesk.
To deactivate anX Corpaccount
- InAdmin CenterAdmin Center, clickChannelsin the sidebar, then selectMessaging and social > X Corp accounts.
- Select theX Corpaccountstab.
- ClickDeactivatebeside theX Corpaccount you want to deactivate.
TheX Corpaccount is deactivated. It will not turn tweets into tickets and you cannot reply using it. You can reactivate account at any time.
To unlink anX Corpaccount
- InAdmin CenterAdmin Center, clickChannelsin the sidebar, then selectMessaging and social > X Corp accounts.
- Select theX Corpaccountstab.
- ClickUnlinkbeside theX Corpaccount you want to remove from yourX Corpchannel.
- ClickOK来确认。
TheX Corpaccount is unlinked.
Appending ticket links to outgoing tweets
你的即将离任的推文是appe的另一个选择nd a shortened URL to the ticket you created from the tweet. This allows theX Corpuser to access the help center ticket page via theirX Corpaccount. In other words, remote authentication is used to log in throughX Corpto Zendesk Support (end users must sign in to Zendesk to see the ticket page).
After anX Corpuser has access to the ticket page, they can add a longer comment than they could have inX Corpgiven the 280 character limit of a tweet. They can also update their user profile (adding their email address for example).
You have the option of allowing the agent to decide if a shortened or the original URL is used in the response. And, you can choose one of several URL shortening services to use.
To append ticket links to outgoing tweets
- InAdmin CenterAdmin Center, clickChannelsin the sidebar, then selectMessaging and social>X Corp accounts.
- Select theGeneral settingstab.
You must haveactivated help centerto see this tab.
- ClickYesnext toAppend ticket links to outgoing tweets?to enable the ticket links.
You must haveenabledX Corpsocial SSOfor end users to see this setting.
- 如果你想要代理决定何时使用缩短URLs, deselect theAlways include shortened ticket URLoption. It is selected by default.
- ClickSave tab.
ManagingX Corptickets with business rules
A number of conditions are available to manage yourX Corptickets using business rules.
As with other channels, you can detect a ticket's source using the Ticket Channel condition in automations, reports, triggers, and views. There are threeX Corpsource types you can use in the Ticket Channel condition:X Corp,X CorpDM (direct message), andX CorpLike.
If, for example, you wanted to create separate views of each of theX Corpsource types, you simply choose the Ticket Channel condition and then select the type.
In addition to theX Corpchannel source types, three otherX Corpconditions are available in triggers:
- Requester'sX Corpfollowers are...
- Requester's number of tweets is...
- Requester is verified byX Corp
TheRequester is verified byX Corpcondition is a special type ofX Corpaccount that has had its identity verified byX Corp(by submitting proof of business, for example). Knowing that anX Corpaccount has been verified may be important to you in determining how to handleX Corptickets. For more information, seeFAQs about Verified AccountsinX Corphelp.
And of course, you can also add tags to yourX Corptickets and use them to manage yourX Corptickets through your workflows.
Understanding why yourX Corpaccount might be deauthorized
Zendesk constantly monitors yourX Corpaccounts for new public mentions and direct messages. If Zendesk cannot connect with yourX Corpaccount, it will send an email notification to all admins on your account.
Common reasons yourX Corpaccount might become deauthorized include:
- The password on yourX Corpaccount has changed.
- TheX Corpaccount no longer permits Zendesk to view its timeline and tweet on its behalf.
This can happen if the Zendesk SupportX Corpapp has been removed from yourX Corpaccount’s list of allowed apps.
- Zendesk receives a consistent response fromX Corpindicating that Zendesk is not authorized to access yourX Corpaccount’s content.
This should only happen due to an error inX Corp'splatform.
If you receive notification that anX Corpaccount has become deauthorized, you need to reauthorize the affectedX Corpaccount in Zendesk.
- InAdmin CenterAdmin Center, clickChannelsin the sidebar, then selectMessaging and social>X Corp accounts.
9 Comments
Hi, we are using the Twitter integration and running into an issue where public mentions don't create a ticket. But if I login to Twitter and reply to that mention, my reply generates a ticket. What am I doing wrong?
Hi everyone,
From one day to the other 2 out of 3 Twitter handles don't work anymore and we realized that we need the Social media Add-on now.
Can you please share the resources where and when this was communicated because I cannot see it under the announcements? Also, there was no pop-up warning in Zendesk too.
Thanks
Hey Ivana,
It's odd that your'e being asked to upgrade as you should have been grandfathered in at no additional cost.
I'm going to create a ticket on your behalf so our Customer Care team can look into this with you.
You'll receive an email shortly stating your ticket has been created.
Cheers!
Edit to the below: our DMs are working but we can't generate tickets through the "at" mention even though the "capture public mentions as tickets" is set to "yes".
当我第一次测试该频道几个月前, an "at" mention would automatically become a tweet. Now it looks like you have to "like" it. Was this a recent change or did I not understand the old functionality? I'm asking as we tested this out in our sandbox and tweets were coming in when we were just mentioned, now it has to be a DM. Thanks.
Hi Fano,
Thanks for writing in! The @ mention should convert any public tweet containing your Twitter account handle. If you are Suite plan and not using the Agent Workspace, you may need to install the Social Messaging add-on. Here are the resources that you can follow for a non-agent workspace enabled account:
Installing and setting up social messaging channels (standard agent interface)
Thank you!
We also are experiencing the same issue. The setting "capture public mentions as tickets" is set to "yes" and sadly, they are not creating tickets until we reply directly from our twitter account. We are on suite plan and using the agent work space. Did anyone find a solution?
Is there a way zendesk would create tickets whenever someone is follows our twitter account?
Can tickets created via Twitter mention, DM or like be closed without a response? Specifically thinking of scenarios in which a ticket is created by mistake or the mention/dm/like does not require a response. If so, what does that look like? Would the requester still get notified or is there a way to prevent that on a case by case?
For this kind of issue, it would be best to create a ticket with us so we can troubleshoot based on your account's setup specifically.
Hi Leo,
This is not a functionality we support yet. We look at the feedback and new functionality ideas via the community posts. So you can ask us to implement this by posting here:https://support.zendesk.com/hc/en-us/community/topics/1260801325369-Feedback-Ticketing-System-Support-
Hi Raùl,
Tickets auto-close after some time (depending on whether you customized it or not). Yes, these tickets can be closed without a response. The customers who interact with you via Twitter don't have visibility on a ticket, so they won't know the conversation was closed. If they reply to the same DM thread or tweet, it will create a new ticket in your instance.
Hope this helped!
Pleasesign into leave a comment.