Posted by Nishi on 16 December 2022
When customers are talking about your products and services on social media, it is important for you to proactively support them right there. Taking your support social can transform your helpdesk from a reactive firefighting role into a proactive one.
You can add a single Twitter account to your Freshdesk account if you're on the Sprout plan and unlimited Twitter accounts from Blossom onwards. After you add your Twitter account, you can see all tweets to your account in your Social tab. You can also convert the tweets into Freshdesk tickets automatically and they can be seen in your Tickets tab along with tickets from other channels.
Quick guide to adding your Twitter account
Ticket rules
You can create rules to convert @mentions of this account containing certain keywords to tickets automatically. You can add multiple rules, and the tweets will be converted to tickets based on the first matching rule.
Please note that if you have Dispatch'r rules set up that affect the tickets created by these ticket rules, the Dispatch'r rule will be executed. For example, say your ticket rules state that all tweets with 'payment' should be converted to tickets and assigned to the finance group. And you have a Dispatch'r rule that assigns every ticket generated through Twitter to the social group. Now every time a ticket mentioning 'payment' comes in, it will be assigned to the social group. So you may have to revamp the Dispatch'r rule you've set up for Twitter tickets.
Direct Messages ticket settings
All your Direct Messages (DMs) are converted to tickets in your helpdesk automatically. They will not appear in the streams under the Social tab.
All your @mentions can be seen in the Social tab. You can reply to them, convert them to tickets and more. Learn more about all the options available in the Social tab.
If you want to monitor general tweets about your business or competitors that do not @mention your account, you can create a custom social stream - more on that here.
Was this article helpful?
Subscribe now & Get the latest updates
©2022, F-Grade GlobalServices Pvt Ltd. All right reserved.