Setting up your X (formerly Twitter) channel

<body>
<p id="docs-hc-snippet" style="display: none;">All Zendesk Suite and Zendesk Support customers can add at least one X (formerly Twitter) account so that public messages, such as public mentions, public replies to your posts, and public likes to posts, become tickets. Your agents will be able to see and respond to these tickets from the agent interface, just like any other ticket.</p>
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<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can add X (formerly Twitter) accounts to convert public mentions, replies, and likes into tickets for agents to manage. Suite plans support multiple accounts and private messages, while Support plans allow one account with public messages only. Customize settings to auto-convert posts, reply from specific accounts, and append ticket links. Use business rules to prioritize tickets and reauthorize accounts if deauthorized.</p>
</div>

<div class="body">

<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Channels &gt; Messaging and social &gt; X
Corp accounts</span>
</div>
<div class="div">
<p class="p">All Zendesk Suite and Zendesk Support customers can add at least one X (formerly Twitter) account
so that public messages, such as public mentions, public replies to your posts, and
public likes to posts, become tickets. Your agents will be able to see and respond
to these tickets from the agent interface, just like any other ticket. </p>
<p class="p">Additionally, Zendesk Suite customers can add multiple accounts and they can receive public
messages <em class="ph i">and</em> private messages from those accounts. </p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic-1__d9e21" rules="all" summary="">
<colgroup>
<col style="width:31.948881789137378%">
<col style="width:68.05111821086261%">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="vertical-align:top;"><strong class="ph b">Zendesk Support plans</strong></td>
<td class="entry cellrowborder" style="vertical-align:top;">One X handle with public messages only. Private messages are not supported. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="vertical-align:top;"><strong class="ph b">Zendesk Suite plans</strong></td>
<td class="entry cellrowborder" style="vertical-align:top;">Up to 5 X handles with public <em class="ph i">and</em> private messages.</td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p">You must be an administrator to add an X channel.</p>
</div>
<p class="p">This article describes adding an X channel for <em class="ph i">public messaging</em> with your
customers. To set up a channel for <em class="ph i">private messaging</em> with your
customers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832388250" target="_blank">Adding X DM channels</a>.</p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic-1__ul_an1_yww_k4">
<li class="li"><a class="xref" href="#topic_e3j_zxv_rkb">How the X channel works</a></li>
<li class="li"><a class="xref" href="#topic_n23_wcp_2g">Adding X accounts to
Support</a></li>
<li class="li"><a class="xref" href="#topic_5bj_ffp_2g">Editing X account
settings</a></li>
<li class="li"><a class="xref" href="#topic_bnr_j25_w3c">Supporting XChat (encrypted direct messages)</a></li>
<li class="li"><a class="xref" href="#topic_lt2_rsv_4r">Removing X accounts</a></li>
<li class="li"><a class="xref" href="#topic_wph_t2x_2g">Appending ticket links to
outgoing posts</a></li>
<li class="li"><a class="xref" href="#topic_kyz_pkp_2g">Managing X tickets with
business rules</a></li>
<li class="li"><a class="xref" href="#topic_zx1_ngk_gp">Understanding why your X
account might be deauthorized</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_e3j_zxv_rkb">
<h2 class="title topictitle2" id="ariaid-title2">How the X channel works</h2>
<div class="body">
<p class="p">Zendesk monitors X accounts and converts posts to tickets as needed. All
post activity between agents and X users is added as ticket
comments. You can do the following:</p>
<div class="p">
<ul class="ul" id="topic_e3j_zxv_rkb__ul_pyr_cxd_fg">
<li class="li">Convert a post into a ticket and respond to the user
with a post, or move the conversation to email</li>
<li class="li">Bulk convert multiple posts into tickets in one
step</li>
<li class="li">Convert posts to tickets outside of Zendesk by liking a
post</li>
<li class="li">Automatically capture public mentions and direct
messages as tickets</li>
<li class="li">Append ticket links to outgoing posts</li>
<li class="li">Select which of your accounts agents are allowed to use
when sending outgoing posts</li>
<li class="li">Monitor and take action on activity using business
rules</li>
</ul>
</div>
<p class="p">Only administrators have access to the incoming posts. However, once
posts have been converted to tickets, all agents have access to the
tickets, unless you have restricted agent access to certain types of
tickets.</p>
<p class="p">Once a post becomes a ticket, it behaves just like any other ticket in
Zendesk, except that you have the option of replying back to the
user with a public post or moving the conversation to email.</p>
<p class="p">You can control if and how incoming posts become tickets. The approach
you take might be based on your overall traffic or the number of
agents you have available. Here are several scenarios for managing
incoming posts: </p>
<div class="p">
<ul class="ul" id="topic_e3j_zxv_rkb__ul_tqn_5gj_34b">
<li class="li">
<strong class="ph b">Likes.</strong> Convert posts outside of Zendesk by liking
them in your X client. This approach allows you to
manually choose posts to convert before they ever
reach Zendesk. </li>
<li class="li">
<strong class="ph b">Mentions and direct messages.</strong> Automatically
create tickets from public posts that contain your X
handle or from direct messages. Sometimes, tickets
that are not support requests and that don't need
follow-up are created. You can manage these out of
your ticket queue by manually solving and closing or
deleting them. Group direct messages are not
supported and do not create tickets.</li>
<li class="li">
<strong class="ph b">Triggers.</strong> Use one or more triggers to monitor new
support requests that originate from your X channel.
You can use the trigger condition Ticket Channel,
which has the following three sources: X Corp, X
Corp DM (direct message), and X Corp Like. The
advantage to this approach is that you have much
more control over the creation and management of
X-based tickets. See <a class="xref" href="#topic_kyz_pkp_2g">Managing X tickets with business
rules</a>. </li>
</ul>
</div>
<p class="p">Note the following limits:</p>
<ul class="ul" id="topic_e3j_zxv_rkb__ul_rpz_1g3_wkb">
<li class="li">It can take up to 15 minutes for a ticket to be created from a
post.</li>
<li class="li">Each X ticket has a limit of 5,000 comments. After reaching the
limit, Zendesk stops importing new posts as comments on the
ticket.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_n23_wcp_2g">
<h2 class="title topictitle2" id="ariaid-title3">Adding X accounts</h2>
<div class="body">
<p class="p">You can add an X account to your Zendesk account so that posts become
tickets, and your agents can see and respond to these tickets, just
like any other ticket. </p>
<p class="p">The number of handles and the type of messaging supported by your
account depends on your plan type.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_n23_wcp_2g__table_d11_z3l_g4b" rules="all" summary="">
<colgroup>
<col style="width:31.948881789137378%">
<col style="width:68.05111821086261%">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" style="vertical-align:top;"><strong class="ph b">Zendesk Support plans</strong></td>
<td class="entry cellrowborder" style="vertical-align:top;">One X handle with public messages only.
Private messages are not supported. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="vertical-align:top;"><strong class="ph b">Zendesk Suite plans</strong></td>
<td class="entry cellrowborder" style="vertical-align:top;">Up to 5 X handles with public <em class="ph i">and</em>
private messages.</td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p"><strong class="ph b">To add an X account</strong></p>
<div class="p">
<ol class="ol" id="topic_n23_wcp_2g__ol_wml_5dp_2g">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_n23_wcp_2g__d10e966" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt; X Corp
accounts</strong>.</span></li>
<li class="li">Select the <strong class="ph b">X Corp accounts</strong> tab.</li>
<li class="li">Click <strong class="ph b">Add your first X Corp account</strong>. </li>
<li class="li">You'll be prompted to log in to X Corp and then
authorize Zendesk to use your account. Enter your
login information and then click <strong class="ph b">Authorize
App</strong>. </li>
</ol>
</div>
<p class="p">You'll want to edit the account's settings to control how posts to this
account are handled (see <a class="xref" href="#topic_5bj_ffp_2g">Editing X
account settings</a>). </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_5bj_ffp_2g">
<h2 class="title topictitle2" id="ariaid-title4">Editing X account settings</h2>
<div class="body">
<p class="p">After you've added an X account, you can edit the account's settings to
control how posts to this account are handled. </p>
<p class="p">You can choose to automatically convert public mentions and direct
messages into tickets. If you enable these, the option to manually
convert posts to tickets will no longer be available for that
account. </p>
<p class="p">By default any responses to a post will be from the account the post was
directed to. You can select a different account from the <strong class="ph b">Reply
as</strong> drop-down list under the ticket reply box. If you
want to automatically respond from one account, you can disable
<strong class="ph b">Allow replies via this account</strong> when editing your
other X accounts. </p>
<p class="p"><strong class="ph b">To edit settings for an X account</strong></p>
<div class="p">
<ol class="ol" id="topic_5bj_ffp_2g__ol_jtg_syv_4r">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_5bj_ffp_2g__d10e966" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt; X Corp
accounts</strong>.</span></li>
<li class="li">Select the <strong class="ph b">X Corp accounts</strong> tab.</li>
<li class="li">Click <strong class="ph b">Edit</strong> beside the account you want to
edit.</li>
<li class="li">Update settings as needed.<p class="p">The settings are described
in the following table. </p>
</li>
<li class="li">Click <strong class="ph b">Update X Corp account</strong>.</li>
</ol>
</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_5bj_ffp_2g__table_sgv_glp_2g" rules="all" summary="">
<colgroup>
<col style="width:21.73913043478261%">
<col style="width:78.26086956521739%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d90e406" style="vertical-align:top;">Setting</th>
<th class="entry cell-norowborder" id="d90e409" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e406" style="vertical-align:top;">
<p class="p">Allow replies via this account</p>
</td>
<td class="entry cell-norowborder" headers="d90e409" style="vertical-align:top;">
<p class="p">This setting allows agents to use this account
when replying to an X ticket.</p>
<p class="p">Agents can select the account below the reply
box on an X ticket:</p>
<p class="p"><img class="image img-screenshot" id="topic_5bj_ffp_2g__image_fgw_dhk_np" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/twitter_allow_replies_via_account.png"></p>
<p class="p">Replies to tickets from X retain the original
inbound format.</p>
<p class="p">For example, if the ticket was created from a
public message, then the agent's reply from within
Zendesk will also be a reply to that public
message. If the ticket was created from a post
mentioning your X handle (for example @Zendesk),
then the agent's reply from within Zendesk will be
a reply post, threaded to the sender's original
mention.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e406" style="vertical-align:top;">
<p class="p">Make this the default account</p>
</td>
<td class="entry cell-norowborder" headers="d90e409" style="vertical-align:top;">
<div class="note">
<span class="notetitle">Note:</span> This setting appears when <strong class="ph b">Allow replies
via this account</strong> is set to <strong class="ph b">yes</strong>.</div>
<p class="p">Use this account by default to reply to tickets
that were created from posts to your other X
accounts that don’t allow replies.</p>
<p class="p">When <strong class="ph b">yes</strong>, the <strong class="ph b">Reply as</strong> drop-down
list shows the name of this account by default.
However, agents can still choose a different
reply-enabled account from the drop-down list, if
desired and available.</p>
<p class="p">You can only have one default account at a
time. Your old default account becomes a
non-default account when set to <strong class="ph b">no</strong>. </p>
<p class="p"><strong class="ph b">Bulk updating tickets</strong></p>
<p class="p">Setting a default X account can affect bulk
ticket updates in a few ways.</p>
<p class="p">When a customer replies to an X account that
allows replies:</p>
<ul class="ul" id="topic_5bj_ffp_2g__ul_ttd_bdw_bgb">
<li class="li">If the X account is the default account, agent
replies are sent from that account.</li>
<li class="li">If a different, separate X account is the
default account, agent replies are sent from the
default account instead of the account that the
customer initially replied to.</li>
</ul>
<p class="p">When a customer replies to an X account that
doesn't allow replies:</p>
<ul class="ul" id="topic_5bj_ffp_2g__ul_utd_bdw_bgb">
<li class="li">If there is a default X account, agent replies
are sent from the default account.</li>
<li class="li">If there is no default X account, an error
appears because the account doesn't allow
replies.</li>
</ul>
<p class="p">For information about how to bulk update
tickets, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886890906-Managing-tickets-in-bulk#topic_oth_lkp_gk" target="_blank">Bulk updating
tickets</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e406" style="vertical-align:top;">
<p class="p">Capture public mentions as tickets</p>
</td>
<td class="entry cell-norowborder" headers="d90e409" style="vertical-align:top;">
<p class="p">This automatically converts any public post
containing your X handle (for example, @mondocam)
to a ticket.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d90e406" style="vertical-align:top;">
<p class="p">Capture incoming direct messages as tickets</p>
</td>
<td class="entry cell-norowborder" headers="d90e409" style="vertical-align:top;">
<p class="p">This automatically converts incoming direct
messages into tickets so that your customers can
contact you privately rather than publicly.
Depending on your X account settings, you can
either receive direct messages from anyone
<em class="ph i">or</em> only from users you follow. You can
reply to anyone who sends you a direct
message.</p>
<p class="p">If you turn on this option, you can optionally
<a class="xref" href="#topic_bnr_j25_w3c">support XChat for direct messages</a> to
message X users using the encrypted XChat
experience.</p>
<p class="p">If you add <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832388250" target="_blank">an X DM
channel</a>, turn off this setting. Otherwise
duplicate tickets are created when a private
message is received.</p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d90e406" style="vertical-align:top;">
<p class="p">Track Likes</p>
</td>
<td class="entry cellrowborder" headers="d90e409" style="vertical-align:top;">
<p class="p">This automatically converts a post that you
like to a ticket. For example, if you're managing
your X stream using X.com, you have the option of
manually liking the post by clicking the heart
icon.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_bnr_j25_w3c">
<h2 class="title topictitle2" id="ariaid-title5">Supporting XChat (encrypted direct messages)</h2>
<div class="body">
<p class="p">X is migrating direct messages to XChat, which uses encryption. To
continue capturing and replying to private messages in Zendesk for
accounts that have migrated to XChat, you must first <a class="xref" href="https://help.x.com/en/using-x/about-chat#:~:text=Registration%20/%20Unregistration" target="_blank">enable XChat in X</a>,
which includes setting up a 4-digit PIN. Then, enable XChat in your
X Corp account settings in Zendesk.</p>
<p class="p">To learn more about XChat, including how to send encrypted messages, see
the <a class="xref" href="https://help.x.com/en/using-x/about-chat" target="_blank">About Chat</a> topic on
the X Help Center.</p>
<div class="p">Note the following limitations when using XChat messaging with Zendesk:
<ul class="ul" id="topic_bnr_j25_w3c__ul_wjx_5hq_x3c">
<li class="li">Zendesk supports encrypted text-only direct messages.
Media attachments aren’t supported.</li>
<li class="li">Real-time streaming (X Activity API) isn’t
supported.</li>
<li class="li">If XChat isn’t enabled in X, or the PIN isn’t confirmed
in Zendesk, Zendesk may be unable to process DMs for
users who have migrated to XChat.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To enable XChat in Zendesk (encrypted DMs become tickets)</strong><ol class="ol" id="topic_bnr_j25_w3c__ol_pwj_thq_x3c">
<li class="li">
<a class="xref" href="https://help.x.com/en/using-x/about-chat#:~:text=Registration%20/%20Unregistration" target="_blank">Enable XChat</a>
in your X account.</li>
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_bnr_j25_w3c__d10e966" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt; X Corp
accounts</strong>.</span></li>
<li class="li">Select the <strong class="ph b">X Corp accounts</strong> tab.</li>
<li class="li">Click <strong class="ph b">Edit</strong> beside the account you want to
edit.</li>
<li class="li">Under Use XChat for direct messages, click
<strong class="ph b">Yes</strong>.</li>
<li class="li">In XChat PIN, enter the 4-digit PIN you set up in the X
app.</li>
<li class="li">Click <strong class="ph b">Confirm PIN</strong> to validate the PIN.</li>
<li class="li">Click <strong class="ph b">Update X Corp</strong> account to save your
changes.</li>
</ol>
</div>
<p class="p"><strong class="ph b">To update your XChat PIN in Zendesk</strong></p>
<p class="p">If you change your PIN in X, you must update it in Zendesk as well.</p>
<ol class="ol" id="topic_bnr_j25_w3c__ol_xfv_g3q_x3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_bnr_j25_w3c__d10e966" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt; X Corp
accounts</strong>.</span></li>
<li class="li">Select the <strong class="ph b">X Corp accounts</strong> tab.</li>
<li class="li">Click <strong class="ph b">Edit</strong> beside the account you want to edit.</li>
<li class="li">Enter the new XChat PIN, then click <strong class="ph b">Confirm PIN</strong>.</li>
<li class="li">Click <strong class="ph b">Update XCorp</strong> account to save.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_lt2_rsv_4r">
<h2 class="title topictitle2" id="ariaid-title6">Removing X accounts</h2>
<div class="body">
<p class="p">You can remove an X account by deactivating it or unlinking it. If you
deactivate an account, it is inactive in Zendesk but you can
reactivate it at any time. If you unlink an account, it is removed
from Zendesk.</p>
<p class="p"><strong class="ph b">To deactivate an X account</strong></p>
<div class="p">
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_lt2_rsv_4r__d10e966" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt; X Corp
accounts</strong>.</span></li>
<li class="li">Select the <strong class="ph b">X Corp accounts</strong> tab.</li>
<li class="li">Click <strong class="ph b">Deactivate</strong> beside the account you want to
deactivate.<p class="p"><img class="image img-screenshot" id="topic_lt2_rsv_4r__image_ynd_1yv_4r" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/twitter_deactivate_account.png"></p>
<p class="p">The account is deactivated. It will not
turn posts into tickets and you cannot reply using
it. You can reactivate account at any
time. </p>
</li>
</ol>
</div>
<p class="p"><strong class="ph b">To unlink an X account</strong></p>
<div class="p">
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_lt2_rsv_4r__d10e966" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt; X Corp
accounts</strong>.</span></li>
<li class="li">Select the <strong class="ph b">X Corp accounts</strong> tab.</li>
<li class="li">Click <strong class="ph b">Unlink</strong> beside the account you want to
remove from your X channel.</li>
<li class="li">Click <strong class="ph b">OK</strong> to confirm.<p class="p">The account is
unlinked.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_wph_t2x_2g">
<h2 class="title topictitle2" id="ariaid-title7">Appending ticket links to outgoing posts</h2>
<div class="body">
<div class="note">
<span class="notetitle">Note:</span> You must have an account with an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674" target="_blank">activated help center</a>
to use this feature and you must have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885847962#topic_nxw_j4m_h3" target="_blank">enabled Twitter social
SSO</a> for end users.</div>
<p class="p">Another option for your outgoing posts is to append a shortened URL to
the ticket you created from the post. This allows the X user to
access the help center ticket page via their X account. In other
words, remote authentication is used to log in through X to Zendesk
(end users must sign in to Zendesk to see the ticket page). </p>
<p class="p">Once an X user has access to the ticket page, they can add a longer
comment than the 280 character limit of a post. They can also update
their user profile (adding their email address for example).</p>
<p class="p">You have the option of allowing the agent to decide if a shortened or the
original URL is used in the response. And, you can choose one of
several URL shortening services to use. </p>
<p class="p"><strong class="ph b">To append ticket links to outgoing posts</strong></p>
<div class="p">
<ol class="ol" id="topic_wph_t2x_2g__ol_zfj_sy2_fg">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_wph_t2x_2g__d10e966" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt; X Corp
accounts</strong>.</span></li>
<li class="li">Select the <strong class="ph b">General settings</strong> tab.<p class="p">You must have
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674" target="_blank">activated help
center</a> to see this tab.</p>
</li>
<li class="li">Click <strong class="ph b">Yes</strong> next to <strong class="ph b">Append ticket links to
outgoing tweets?</strong> to enable the ticket
links.<p class="p">You must have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885847962#topic_nxw_j4m_h3" target="_blank">enabled Twitter
social SSO</a> for end users to see this
setting.</p>
</li>
<li class="li">If you want agents to decide when to use shortened URLs,
deselect the <strong class="ph b">Always include shortened ticket
URL</strong> option. It is selected by default. </li>
<li class="li">Click <strong class="ph b">Save tab</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_kyz_pkp_2g">
<h2 class="title topictitle2" id="ariaid-title8">Managing X tickets with business rules</h2>
<div class="body">
<p class="p">A number of conditions are available to manage your X tickets using
business rules. </p>
<p class="p">As with other channels, you can detect a ticket's source using the Ticket
Channel condition in automations, reports, triggers, and views.
There are three source types you can use in the Ticket Channel
condition: X Corp, X Corp DM (direct message), and X Corp Like. </p>
<p class="p">If, for example, you wanted to create separate views of each of the
source types, you simply choose the Ticket Channel condition and
then select the type. </p>
<p class="p"><img class="image img-screenshot" height="207" id="topic_kyz_pkp_2g__image_zf1_rvk_fg" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/twitter_view.png" width="382"></p>
<p class="p">In addition to the channel source types, three other X conditions are
available in triggers: </p>
<div class="p">
<ul class="ul" id="topic_kyz_pkp_2g__ul_mpt_wvk_fg">
<li class="li">Requester's number of X Corp followers...</li>
<li class="li">Requester's number of posts...</li>
<li class="li">Requester is verified by X Corp</li>
</ul>
The first two conditions help you to determine how active and
potentially influential a user is, which may influence how you
manage their posts. For example, you might want to set X tickets
from more highly visible users to Urgent so that you respond as
quickly as possible. Here's an example of what a trigger like that
might look like:</div>
<p class="p"><img class="image img-screenshot" height="515" id="topic_kyz_pkp_2g__image_kxj_gxk_fg" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/twitter_trigger.png" width="420"></p>
<p class="p">The <strong class="ph b">Requester is verified by X Corp</strong> condition is a special type of
X account that has had its identity verified. Knowing that an
account has been verified may be important to you in determining how
to handle tickets from that account. </p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_zx1_ngk_gp">
<h2 class="title topictitle2" id="ariaid-title9">Understanding why your X account might be deauthorized</h2>
<div class="body">
<p class="p">Zendesk constantly monitors your X accounts for new public mentions and
direct messages. If Zendesk cannot connect with your account, it
will send an email notification to all admins on your Zendesk
account.</p>
<p class="p">Common reasons your X account might become deauthorized include:</p>
<div class="p">
<ul class="ul" id="topic_zx1_ngk_gp__ul_jdq_gyt_jp">
<li class="li">The password on your account has changed.</li>
<li class="li">The account no longer permits Zendesk to view its
timeline and post on its behalf. This can happen if
Zendesk has been removed from the list of allowed
apps in your X account.</li>
<li class="li">Zendesk receives a consistent response from X Corp
indicating that Zendesk is not authorized to access
your X account’s content. This should only happen
due to an error in the X Corp platform.</li>
<li class="li">Zendesk removes all X handles that have had no traffic
in the last 20 days. "Traffic" is defined as either
an X comment or post on a public channel that
results in a ticket, or a direct message (DM) sent
using Zendesk’s legacy DM system through the
channels integration.</li>
</ul>
</div>
<p class="p">If you receive notification that an X account has become deauthorized,
you need to reauthorize the affected account in Zendesk.</p>
<div class="p">
<strong class="ph b">To reauthorize your X account</strong><ul class="ul" id="topic_zx1_ngk_gp__ul_o2w_qjj_34b">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_zx1_ngk_gp__d10e966" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt; X Corp
accounts</strong>.</span></li>
</ul>
</div>
</div>
</div>
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