Setting up your Twitter Channel - Zoho Desk Knowledgebase

Setting up your Twitter Channel

Monitor your Twitter accounts from inside Zoho Desk and also use it as one of the effective channels for better customer support and engagement. Zoho Desk for Twitter allows you to convert tweets to tickets and helps you keep track of the social activities of your customers. The tweets turned into tickets can be viewed as all other tickets in Zoho Desk. All ticket responses will be added as a reply to the original tweet and vice versa.

Note:
  • Only users with Profile permission for managing Support Channels [Social] can access this feature.
  • It is recommended that you use your official Twitter account for authentication and to use this feature.

Benefits of Twitter Integration
  • Monitor and respond to Mentions and Direct Messages from inside Zoho Desk.
  • Convert tweets into tickets in one of your desired departments. 
  • Move the Twitter conversation to email so that you could communicate beyond 140 characters.
  • Capture @mentions and Direct Messages as tickets when they match your search keywords.
  • Stay notified about viral activities when they happen on your Twitter accounts.

Configuring your Twitter Channel
You must add your Twitter account to monitor the tweets and messages from inside Zoho Desk.
To set up your Twitter channel:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Twitter under Channels.
  3. In the Twitter Integration page, click Configure Twitter Account.
  4. Enter your Twitter credentials, and click Authorize App.
Your account is added to Zoho Desk and listed on the Twitter integration tab. You can now customize the account's settings for handling tweets in your help desk.

Capturing Mentions and DMs
You can automatically convert all the Mentions and Direct Messages into tickets or only those that matches with your specified search keywords.
To configure tweet handling:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Twitter under Channels.
  3. In the Twitter Integration page, click the Twitter Account Name.
    • To capture [All Mentions and Messages] as tickets -
      • Check the Capture @Mentions as Tickets option and select All @Mentions.
      • Check the Capture Direct Messages as Tickets option and select All Direct Messages.
    • To capture [Mentions and Messages matching keywords] as tickets -
      • Enter the Search Keywords separated by, comma.
      • Check the Capture @Mentions as Tickets option and select Only @Mentions matching search keywords.
      • Check the Capture Direct Messages as Tickets option and select Only Direct Messages matching search keywords.
  4. Click Save.

      

If you have more than one active department, you can capture the tweets as tickets in the appropriate department. You can also choose to capture tweets as tickets in a particular department when they do not match the specified keywords.

Emergency Escalation
Failing to respond to customer's pain in times of crisis can irreversibly tarnish your brand reputation. Emergency Escalation in Zoho Desk will keep you informed about the activities that turn viral in your Twitter account. Zoho Desk will continually monitor your account for a flurry of tweets that matches the specified keywords within a particular period.

      

To set up emergency escalation:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Twitter under Channels.
  3. In the Twitter Integration page, click the Twitter Account Name.
  4. Click Emergency Escalation under the Search Keywords box and do the following:
    • Select the User to be notified
    • Select the notification type. You can choose between Email or SMS.
    • Select the number of tweets and the time period to trigger alert.
    • Enter the Keywords to be monitored.
  5. Click Save.
Note:
  • You must have configured the SMS Add-on to send SMS notifications to agents.

Actions under the Social Tab
After setting up the Twitter channel, your agents can simply toggle between the @Mentions and Direct Messages tab of your Twitter account under the Social tab. They can also:
  • View the public mentions and direct messages under the Social tab. 
  • Perform regular tweet actions like Retweet, Favourite, and Reply.
  • Use the search bar to look for the old tweets.
  • Convert a tweet into a ticket.
  • Click the search keywords (configured under setup) from the left panel, to view their related tweets.
  • View the profile of the Twitter user. You can find details like the number of tweets sent, recent tweets, followers, etc.

Adding Twitter User to a Contact
You can add Twitter users to contacts to view the complete history of their tickets in Zoho Desk. This way, you can gain intelligence that is required before you respond to them on Twitter. Also, it will help you to move the conversation to a more formal channel like email.
To add a Twitter user:
  1. Click the Customers module. 
  2. In the Contacts List page, hover your mouse pointer and click the Edit icon (  ) corresponding to the contact.
  3. In the Edit Contact page, click the Search  icon (  ) in the Twitter field.
  4. In the Users List page, click Add corresponding to the user you want to associate with this contact.
    You can use the search option to locate a specific user.
  5. Click Save.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION








                                You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                    Manage your brands on social media

                                      Zoho Desk Resources

                                      • Desk Community Learning Series


                                      • Digest


                                      • Functions


                                      • Meetups


                                      • Kbase


                                      • Resources


                                      • Glossary


                                      • Desk Marketplace


                                      • MVP Corner


                                      • Word of the Day


                                        Zoho Marketing Automation

                                          Zoho Sheet Resources

                                           

                                              Zoho Forms Resources


                                                Secure your business
                                                communication with Zoho Mail


                                                Mail on the move with
                                                Zoho Mail mobile application

                                                  Stay on top of your schedule
                                                  at all times


                                                  Carry your calendar with you
                                                  Anytime, anywhere




                                                        Zoho Sign Resources

                                                          Sign, Paperless!

                                                          Sign and send business documents on the go!

                                                          Get Started Now




                                                                  Zoho TeamInbox Resources



                                                                          Zoho DataPrep Resources



                                                                            Zoho DataPrep Demo

                                                                            Get a personalized demo or POC

                                                                            REGISTER NOW


                                                                              Design. Discuss. Deliver.

                                                                              Create visually engaging stories with Zoho Show.

                                                                              Get Started Now







                                                                                            You are currently viewing the help articles of Sprints 1.0. If you are a user of 2.0, please refer here.

                                                                                            You are currently viewing the help articles of Sprints 2.0. If you are a user of 1.0, please refer here.



                                                                                                  • Related Articles

                                                                                                  • Setting up the Social Module

                                                                                                    Setting up Social module Zoho Desk's Social module offers a complete solution for streamlining user's social media management and improving the overall organization of their social accounts. In the Social module, social media accounts are ...
                                                                                                  • FAQs: Working on Tickets

                                                                                                    What are Ticket Tabs? Ticket tabs allow you to link tickets to the other standard modules in your help desk. These tabs provide contextual information about a ticket such as ticket activity, pending tasks, supportive files, resolutions and the like. ...
                                                                                                  • Working with Tickets in the iOS App

                                                                                                    The Zoho Desk software enables users and agents to efficiently resolve customer issues. Each issue or complaint that an agent receives from customers is called a ticket. The ticket management system automates the resolution process. Now that we are ...
                                                                                                  • Working with Tickets in the Android App

                                                                                                    The Zoho Desk software enables users and agents to efficiently resolve customer issues. Each issue or complaint that an agent receives from customers is called a ticket. The ticket management system automates the resolution process. Create Starred ...
                                                                                                  • Setting up Google Chat Integration

                                                                                                    Google Chat is a real-time messaging and collaboration platform, designed to facilitate communication and teamwork among individuals and groups. It is a useful tool for both personal and professional use. Once integrated with Desk, users can perform ...
                                                                                                    Wherever you are is as good as
                                                                                                    your workplace

                                                                                                      Resources

                                                                                                      Videos

                                                                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                      eBooks

                                                                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                      Webinars

                                                                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                      CRM Tips

                                                                                                      Make the most of Zoho CRM with these useful tips.



                                                                                                        Zoho Show Resources