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.
To configure your Twitter account in Zoho Support, follow the steps mentioned below.
Your Twitter handle will be automatically added in the search keyword box. All tweets containing your Twitter handle will be converted into 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.
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.
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.
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.
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.
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.
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.
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.
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:
You can find the Twitter URL of the user added to the Contact in Zoho Support.
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.
This workflow ensures that all the tickets created from Twitter are assigned to the chosen agent.