How Zendesk Converts Tweets into Tickets
How does Zendesk convert tweets into tickets?
Zendesk can automatically convert tweets into tickets, making it easier to manage interactions from X (formerly Twitter). When your admin configures Zendesk with X, tweets you like, direct messages, and public tweets mentioning your handle are converted into tickets. These tickets behave like any other ticket in Zendesk, allowing you to update properties and add internal notes.
This integration helps streamline communication by centralizing interactions from X into your Zendesk workflow. For more details, check out the originalZendesk help article.
More related questions
How can I reply to tweets from Zendesk?
Replying to tweets from Zendesk is straightforward and mirrors the original tweet's format. If a ticket is created from a direct message, your reply will also be a direct message. If it's from a tweet mentioning your handle, your reply will be a…
Can I change the requester on a ticket from X?
Yes, you can change the requester on a ticket from X within the Zendesk agent interface. However, if the new requester doesn't have an X account, you won't be able to respond using tweets or direct messages. The X response options will be disabled….
How do I select an account to reply from in Zendesk?
If your Zendesk setup includes multiple X accounts, you can choose which account to reply from. This is possible if your admin has enabled the 'Allow replies via this account' setting. You can select the desired account from the 'Reply as' list box…
How can I append ticket links to outgoing tweets?
Appending ticket links to outgoing tweets is a feature that can be enabled by your admin. If activated, you can check the 'Append ticket link' box at the bottom of the ticket to include a URL in your reply or direct message. This link directs the X…
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