Tip of the Week: Turn tweets into tickets with one click

July 16, 2010

This week we introduced the ability to turn a tweet or direct message into a ticket in Zendesk — and all within the Twitter client of your choice. It’s pretty incredible, even if I do say so myself.

Setting it up is a one-time thing — it’s easy and works straight ‘out-of-the-box’.

Add your Twitter account(s) to Zendesk

To get started, Zendesk will need to ‘listen’ to an account. This means that whenever the account being listened to favorites a tweet, Zendesk will grab that tweet and turn it into a Zendesk ticket — a “twicket.” It’s that simple.

To get started, just follow these simple steps.

Make sure you are logged into the Twitter account that you want Zendesk to listen to, and don’t log out. Go over to your Zendesk account and navigate to the Twitter setup menu.

twitter setup

Click on ‘Add a Twitter account’, located at the bottom of the Twitter setup page.

You’ll be asked by Twitter if you would like to ‘Allow’ Zendesk to access your Twitter account. Make sure you read and understand what is on screen, and click ‘Allow’.

You will then be redirect back to Zendesk, and you should see your Twitter account added.

Your Zendesk account is now connected with your chosen Twitter account.

Now for some fun

Time to test it all out. Just follow these very simple steps every time you want to push a tweet into Zendesk, and create a Twicket.

Make sure you are logged into the Twitter account you added to Zendesk earlier. It doesn’t matter what Twitter client you use, so long as it is able to ‘favourite’ tweets.

Find any tweet you want to turn into a Twicket, it doesn’t need to be a @reply or mention anything about you or your company; you can turn any tweet into a Twicket.  Now ‘favourite’ that tweet.

favoriting tweets

After a few seconds, you should find that the tweets have been turned into a Twicket and placed into your account. Twickets are like any other Ticket, so you should be able to find them in a relevant view in your account.

You can also include Twickets explicitly in views (as well as triggers and automations), we’ve added some new conditions you can use as seen in the image below.

Twitter Triggers

You can now reply to the Twicket, assign custom fields and do just about anything else you would normally do with a normal ticket.

When Zendesk tweets back to the requested on a Twicket, it will include a short link to the ticket that the requester is able to click on, a bit like the example below.

The Twitter requester is then able to click this link, and reply right inside Zendesk, free of the 140 character shackles – or if they choose they can reply via Twitter, as Zendesk will pick this up and associate it back with the Ticket

To find out more about using Twitter for business, check out our very special page complete with a full video.