If you have a Zendesk Support Suite account with the Zendesk Agent Workspace enabled, you can add Twitter DM channels to the Zendesk Agent Workspace from Admin Center. You must be an administrator to add Twitter DM channels.

You need to do the following, in this order:

1. Add your Twitter DM channels to the Zendesk Agent Workspace from Admin Center.
2. Set upauto-respondersfor your Twitter DM channels.
3. Set up triggers, automations, and views for your Twitter DM channels.
4. Make sure that your agents are set up to use the channels (Getting started for administrators in the Zendesk Agent Workspace).

After you complete these steps, you can configure public messaging with Twitter, if needed. This is a separate, additional task that you must complete from your Support admin settings (instead of Admin Center). For more information about setting up public messaging with Facebook, seeSetting up your Twitter channel.

For information about the number of Twitter DMs channels you are allowed to add, seeTwitter limits with Support. For information about using Twitter DM channels, seeReceiving and sending social messages in the Zendesk Agent Workspace.

Before you add Twitter DM channels to the Zendesk Agent Workspace, make sure you have already disabled your current Twitter DM settings in your Support admin settings and closed your Twitter DM tickets.

To add a Twitter DM channel to the Zendesk Agent Workspace

1. InAdmin Center, click theChannelsicon () in the sidebar, then selectMessaging and social > Messaging.
2. ClickAdd channeland selectTwitter Direct Messagefrom the drop-down.
3. From theAdd Twitter Direct Messagescreen, clickSign in with Twitter.

   

4. ClickSign In.
5. When prompted, enter your Twitter log in information and then clickSign In再一次。按照屏幕上的指示ize Zendesk Support to use your Twitter account.

   

6. Change the name of the channel, if needed. If your account hasmultiple brands, use the Brand dropdown to select one to associate with the channel.

   

7. ClickSave settings.

After you add Twitter DM channels to the Zendesk Agent Workspace, you may need to complete these additional tasks:

• Adjust your Twitter DM business rules and views (seeSetting triggers, automations, and views for social messaging).

  When using Twitter DMs with the Zendesk Agent Workspace, you need condition statements that readChannel + Is + Twitter Direct Message.

  If your account hasmultiple brands, you'll also need to add aBrand iscondition and choose the brand associated with that channel.

  

  Do not useTwitter DMin your condition statements. Only customers that are using Twitter DM with Support and that haven’t enabled the Zendesk Agent Workspace need to use thiscondition.

  

• Make sure your agents are set up to use the channel (seeGetting started for administrators in the Zendesk Agent Workspace).

• Add your Facebook accounts to your Admin settings in Support, if you want to send and receive public messages from Facebook pages. Follow the steps inSetting up your Facebook channel.

  Add your Twitter accounts to your Admin settings in Support, if you want to send and receive public messages from Twitter. Follow the steps inSetting up your Twitter channel.

• Make sure you understand what happens if you decide to disable the Zendesk Agent Workspace later on (seeDisabling the agent workspace.

This section describes some important limitations about using Twitter DM in the Zendesk Agent Workspace.

• Twitter DM channels that are added to the Zendesk Agent Workspace from Admin Center do not support public messaging. If you want to perform public messaging with a Twitter account, you must also add it to Support from your Support admin settings. When you do, make sure that theCapture incoming direct messages as ticketssetting remains disabled.

• If an end user sends you both public and private Twitter messages, duplicate user profiles are created for the same user. For example, there will be profiles from public messages to channels that were configured in your Support admin settings, and others from private messages channels that were configured in Admin Center. You will need to merge these profiles manually (seeMerging a user’s duplicate account).

  The Twitter handle in profile associated with public messages is read-only and cannot be edited, removed, or replaced.

• For Twitter DM channels in the Zendesk Agent Workspace, do not use theTwitter DMcondition in your business rules and views. Use theTwitter Direct Messagecondition for these channels instead. For more information, seeWhat's next?.

For additional limitations, seeSocial messaging limitationsandChat limitations.