Managing your Twitter Channel

Managing your Twitter Channel

Zoho Desk allows you to add your company's Twitter account and monitor the tweets from within your help desk. You can also convert the tweets to tickets when required. The conversation between you and your Twitter customers will be added as threads in the ticket. While your Support Manager will configure your Twitter account under Setup, here are the actions you can perform under the Social tab. 
  • Monitor real-time activity such as favorites, tweets, retweets, messages and mentions of your brand across Twitter
  • View the Twitter profile of your contacts and the recent tweets from a user
  • View your customers' Twitter followers and people whom they are following
  • Respond to a tweet in not more than 140 characters 
  • Convert a tweet into a support ticket and respond over email without the character limit.
  • View the conversation that happened over a tweet
  • Retweet a tweet to pass on a critical support solution to your customer community
  • Associate Twitter profiles with the contacts in your help desk
  • Mark tweets as Favorite
  • Search Twitter on relevant subjects using keywords
Note:
  1. The Twitter integration is available only for the Contacts module. 
  2. There is no limitation on the number of users who can access this feature.
  3. Agents can access the Social tab only if they have the Social Module permission activated in their profiles. By default, this profile permission is activated for all the agents with system defined profiles.
Working with the Social Tab
You can view all the tweets and messages of your Twitter account under the Social tab in Zoho Support. Here is how you could view the messages and mentions in your help desk:
  1. Click the [Module] Tab from the top bar.( For e.g. Dashboard, Social, etc.) 
  2. Select Social from the Modules menu. 
  3. In the Social Home page, mentions will appear in the chronological order. 
You can click Direct Messages in the left panel, to view the messages that were sent by your customer contacts. 

If there are keywords that were mapped to the department, you can find them on the left panel, underneath the Keywords tab. Click on a keyword to view the tweets matching them.

Associate Twitter Profiles with Contacts
You can associate the Twitter profiles to the contacts in your help desk. The profiles will be searched based on the full name of the contact. If you know the Twitter handle, you can directly search for it to associate the profile to the contact. Also, if you have already mentioned the Twitter handle in the Twitter Field, the twitter handle will be automatically associated to the contact.

To associate a profile with a Contact:
  1. Click the [Module] Tab from the top bar.( For e.g. Dashboard, Customers, etc.) 
  2. Select Customers from the Modules menu. 
  3. From the list of contacts, select a contact to which you want to associate the Twitter profile.
  4. In the Contact Details page, click the  icon to edit the contact.
  5. In the Edit Contact page, click the  icon over the Twitter field. 
    Based on the full name, the matching profiles will be listed.
  6. Click Add corresponding to the Twitter handle that you want to associate to the contact.
    You can change the Twitter handle anytime.
  7. Click Save. 
The Twitter URL of the user will be added to the Contact.
When you do not want the Twitter profile to be associated to a contact, you can disassociate them. Click the  icon alongside the Twitter field to disassociate a Twitter profile.