Support Help

Twitter Integration

Add your organization's Twitter account to provide a comprehensive support, besides the traditional channels. Satisfy your customers before they get back with bigger problems and stay engaged on world's most popular social networking site by staying within Zoho Support.

  1. How to configure my Twitter account in Zoho Support?
  2. Capturing “@Mentions” as Ticket
  3. Capturing Direct Messages as Tickets
  4. Can I track agent interaction with the tickets converted from tweets?
  5. What if I have multiple departments and want to capture tweets as tickets in a specific one?
  6. What if I have multiple departments and want to capture direct messages as tickets in a specific one?
  7. What is Emergency Escalation?
  8. What actions can I perform under the Social tab?
  9. Can I view the profile details of a Twitter user who had sent me a tweet?
  10. Adding a Twitter user to a contact.
  11. Assigning tickets created from tweets to agents

Configuring your Twitter Account

To configure your Twitter account in Zoho Support, follow the steps mentioned below.

  1. Go to Setup.
  2. In the Channels section, click Social.
  3. In the Twitter Integration page, click Add Account.
    You will be redirected to the Twitter authorization page.
  4. Provide your Twitter handle and password.
  5. Click Authorize App to complete configuration and get back to set-up screen.

Your Twitter handle will be automatically added in the search keyword box. All tweets containing your Twitter handle will be converted into tickets.

Capturing @Mentions as Tickets

Zoho Support will automatically convert any @mentions of your Twitter account into tickets. To enable this functionality, check the Capture "@Mentions" as Tickets option in your Twitter setup screen.

You can choose to convert all @Mentions into tickets or convert only those matching the search keywords provided by you.

Capturing Direct Messages as Tickets

Zoho Support will automatically convert any direct messages sent to your Twitter account into tickets. To enable this functionality, check the Capture "Direct Messages" as Tickets option in your Twitter setup screen.

You can choose to convert all direct messages into tickets or convert only those matching the search keywords provided by you.

Tracking Agents interaction with Tweets & Messages

Once a tweet gets converted into ticket, you can track it under the Tickets tab in Zoho Support. When the ticket is assigned to an agent, they can directly respond to it. Responses would be added both as a conversation to the customer’s tweet and also threaded to the ticket in Zoho Support.

Capturing Tweets as Tickets in a specific Department

If you have multiple departments activated in Zoho Support, you can capture tweets as tickets in one of your chosen department. To choose departments, follow the steps mentioned below.

  1. In the Twitter settings page, check Capture "@Mentions" as Tickets option.
  2. In the following settings, you can select a department from the drop-down in which all your @Mentions would be captured as tickets.
  3. Alternatively, you can choose to capture only the @Mentions matching your search keywords as ticket, to the mapped department. Also select a department from the drop-down if you want to capture @Mentions as tickets that do not match with the keywords provided.

Capturing Messages as Tickets in a specific Department

If you have multiple departments activated in Zoho Support, you can capture your direct messages as tickets in one of your chosen department. To choose department, follow the steps mentioned below.

  1. In the Twitter settings page, check Capture "Direct Messages" as Tickets option.
  2. In the following settings, you can select a department from the drop-down in which all your direct messages would be captured as ticket.
  3. Alternatively, you can choose to capture only the Direct Messages matching your search keywords as ticket, to the mapped department. Also select a department from the drop-down if you want to capture messages as tickets that do not match with the keywords provided.

Emergency Escalation

Emergency escalation helps you stay informed about viral activities, when they happen in your organization’s Twitter account. You can choose to notify an agent when a specific number of tweets matching the keywords provided are received within a specific period of time.



Actions under the Social Tab

You can view all the tweets and messages of your Twitter account under the Social tab in Zoho Support. You can select to view either @Mentions or Direct Messages from the left panel. For @Mentions, you can perform actions like retweet, post a reply, mark as your favorite and convert it to a ticket if need be. Similarly for Direct Messages, you can post a reply or convert it as a ticket if not done previously.

Also, if you have mapped keywords to a department, you can see them listed under the Keywords tab on the left panel. On clicking a keyword, you would be listed with tweets matching the keyword.

Viewing Twitter User's Profile

Yes, you can click on a Twitter user, to view their profile details. You can find details like No of tweets sent, who are they following and who are their followers and lists subscribed to. Also the recent tweets from the user are listed below their profile details.

Adding Twitter User to a Contact

You can add a Twitter user to a contact in Zoho Support. This would help you to view the complete history of tickets received from a contact. Also you can support the user over e-mail, thereby expanding your communication beyond the 140 character limit imposed by Twitter.

To add a Twitter user to a contact, follow the steps mentioned below:

  1. Select a Contact from the list view under Contacts Module
  2. Click the bearing icon and then click Edit Contact
  3. In the Edit Contact page, click the icon next to the Twitter field
  4. Select a Twitter user from the list. Click Show More to view more users. You can also search for a user using the search box
  5. Click Add to associate a Twitter user to the contact
  6. Click Save

You can find the Twitter URL of the user added to the Contact in Zoho Support.

Assigning Tickets from Tweets to Agents

You can automatically assign the tickets created from tweets to an agent by using Workflows in Zoho Support. To setup this Workflow, follow the steps mentioned below.

  1. Go to Setup
  2. In the Automate section, click Workflows.
  3. In the Workflows page, click New Rule.
  4. Select the Module as Ticket and provide a name and description for the rule. Click Next
  5. Under the Execute On setting, check the Create option
  6. Under the Workflow Criteria setting, specify the criteria as “Channel contains Twitter
  7. Under the Actions setting, click the ‘+’ sign next to Update Field option
  8. In the following page, provide a name and description for the assignment value
  9. Under Assignment value setting, choose Fields as Ticket Owner and provide the name of the agent you wish to assign tickets created from Twitter
  10. Save the Assignment Value
  11. Also click Save in the Workflow creation page

This workflow ensures that all the tickets created from Twitter are assigned to the chosen agent.

Top