Managing Tickets from X - Frequently asked questions
Frequently asked questions
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…
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…
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…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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