Managing tickets from X (formerly Twitter)

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<p class="p">Using Zendesk Support, you can monitor and interact with X (formerly Twitter) accounts and
convert tweets into tickets. As an agent, you can reply to these tickets through X or by other
means.</p>
<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="topic_rgj_x4g_jt__ul_og2_pkj_rt">
<li class="li"><a class="xref" href="#topic_ick_wvr_1fb">Understanding the X channel</a></li>
<li class="li"><a class="xref" href="#topic_ufp_2fj_rt">Replying to tweets</a></li>
<li class="li"><a class="xref" href="#topic_fsw_z4g_jt">Changing the requester</a></li>
<li class="li"><a class="xref" href="#topic_qfl_z2j_rt">Selecting an account to reply
from</a></li>
<li class="li"><a class="xref" href="#topic_vq2_y4g_jt">Appending ticket links to outgoing
tweets</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ick_wvr_1fb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the X channel</h2>
<div class="body">
<p class="p">When your admin configures Zendesk to work with X, one or more of the following
capabilities are added:</p>
<div class="p">
<ul class="ul" id="topic_ick_wvr_1fb__ul_lnf_nlr_1fb">
<li class="li">Tweets you like are automatically converted into tickets </li>
<li class="li">Incoming direct messages are automatically converted into tickets to allow customers
to reach you privately</li>
<li class="li">Public tweets that mention your X handle (for example, @zendesk) are automatically
converted into tickets</li>
</ul>
</div>
<p class="p">A ticket received from X behaves like a normal ticket in most ways. You can update the
ticket properties and comment in the same way you would on any other ticket. You can also
add internal notes that the external requester does not see.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ufp_2fj_rt">
<h2 class="title topictitle2" id="ariaid-title3">Replying to tweets</h2>
<div class="body">
<p class="p">When you reply to a ticket from X, it will appear either as a direct message or a reply,
depending on the type of ticket. For example, if the ticket was created from a direct
message (DM), then your reply from within Zendesk will also be a DM. If the ticket was
created from a tweet mentioning your X account name (for example @Zendesk), then your reply
from within Zendesk will be a reply tweet, threaded to the senders original mention.</p>
<p class="p">The only difference between a standard ticket and a ticket received from X is the
appearance and your reply visibility. When you reply to a ticket with a tweet, you must stay
within the X character limit of 280 characters.</p>
<p class="p">Below is an example of what a ticket from X looks like:</p>
<p class="p"><img class="image img-screenshot" id="topic_ufp_2fj_rt__image_xtp_ldr_b5" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/twitteragent.image.png"></p>
<p class="p">Depending on the settings your administrator has configured, you might be able to choose to
add a URL to the tweet that contains a link to the ticket. Alternatively, your administrator
might have configured this URL to be added automatically. See <a class="xref" href="#topic_vq2_y4g_jt">Appending ticket links to outgoing tweets</a>. </p>
<p class="p">Even though your comments will appear as replies or direct messages to the requester, you
can still see all comments in the <strong class="ph b">Events</strong> field of the ticket. If you have connected
Zendesk to multiple X accounts, you might need to <a class="xref" href="#topic_qfl_z2j_rt">Select an account to reply from</a>. </p>
<p class="p">If you have connected multiple X accounts, replies by default will come from the X account
that first received the tweet, mention, or direct message. However, you can choose which X
account you want to reply from. To choose an account to reply from, you need to have at
least two X accounts set up that have the option "Allow replies via this account".</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_fsw_z4g_jt">
<h3 class="title topictitle3" id="ariaid-title4">Changing the requester</h3>
<div class="body">
<p class="p">You can update the properties of a ticket from X in the agent interface. This includes
changing the requester. If you change the requester to a requester without an X account,
you will no longer be able to respond to the ticket using tweets or X direct messages. The
options to respond using X will be grayed out.</p>
<div class="p">If you want to continue using X to interact with the ticket, you can:<ul class="ul" id="topic_fsw_z4g_jt__ul_a1c_jrv_tt">
<li class="li">Add an X account to the new requester</li>
<li class="li">Choose a requester with an X account</li>
</ul>
</div>
<p class="p">Alternatively, you can continue to interact with the ticket using email or other channels
you have configured.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_qfl_z2j_rt">
<h2 class="title topictitle2" id="ariaid-title5">Selecting an account to reply from</h2>
<div class="body">
<p class="p">If your Zendesk supports multiple X accounts, your admin can enable the <strong class="ph b">Allow replies
via this account</strong> setting so you can choose which account to use when replying to
public tweets. You can select a different account from the <strong class="ph b">Reply as</strong> list box
underneath your reply. The account targeted by the tweet will be selected by default. </p>
<p class="p"><img class="image img-screenshot" id="topic_qfl_z2j_rt__image_lhd_jfj_rt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/twitter_allow_replies_via_account.png"></p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You can only reply to direct messages (DMs) from the account to which the DM was
initially sent.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_vq2_y4g_jt">
<h2 class="title topictitle2" id="ariaid-title6">Appending ticket links to outgoing tweets</h2>
<div class="body">
<p class="p">If your admin has enabled it, you can append a URL to link the requester to the ticket.
Alternatively, your admin might have configured Zendesk to automatically add the link.</p>
<p class="p">To append ticket links to outgoing tweets, check the <strong class="ph b">Append ticket link</strong> box at the
bottom of the ticket. A URL will appear in the reply or direct message, but not in the
Events field.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> This option is not available until your admin activates your help
center.</div>
<img class="image img-screenshot" id="topic_vq2_y4g_jt__image_cn2_vtv_tt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/appendtwitter.png">
</div>
<p class="p">After clicking the link, the X user will be redirected to your Zendesk sign-in page. They
can then take one of the following actions: </p>
<p class="p"><img class="image img-screenshot" id="topic_vq2_y4g_jt__image_gr3_wtv_tt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tweet_response.png" width="850"></p>
<div class="p">
<ul class="ul" id="topic_vq2_y4g_jt__ul_pr3_t4r_1fb">
<li class="li">If this is the user's first ticket, Zendesk creates a new user profile with the name
of the X account. The user will need to supply an email address and password to sign in
and access the ticket.</li>
<li class="li">If the user has previously opened tickets using X, they must sign in using their
previous username and password.</li>
<li class="li">If the user has previously opened tickets by email but has not used X to open a
ticket, their X account will be linked to the account they previously created.</li>
</ul>
</div>
</div>
</div>
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