Your customers are probably already talking about you on Twitter. When customers are not directly talking to you, but are instead talking about your products and services on social media, it is important for you to proactively support them right there. Taking your support social can turn your help desk from playing a reactive fire fighting role into a proactive one.
You can add as many Twitter accounts to your Freshdesk account as your business needs and start taking your support social. After you add your account, you can see all tweets to your account in your social tab. You can also convert the tweets into Freshdesk tickets automatically and they can be seen in your tickets tab along with tickets from other channels.
Quick guide to add your Twitter account
- You will be redirected to the Twitter site.
- You need to login to the Twitter account you want to integrate and authorize the Freshdesk app.
- You will be redirected again to the edit account page in Freshdesk.
- You can control which group of your agents can see the @mentions of this account in your Social tab. You can make it visible to everyone or to multiple groups.
- All your Direct Messages will be converted to tickets automatically and you can choose to convert @mentions with certain keywords to tickets. If you support multiple products, you can link these tickets to a particular product using the drop down.
- In the first rule, enter the keyword that an @mention has to contain to be converted to a ticket.
- You can add multiple keywords in one rule by clicking enter.
- You can assign these tickets to a particular group of agents using the drop down.
- Click on the Add new ticket rules to add more rules.
- You can assign tickets to different groups in each rule. For example, you can assign tickets containing "not fit" to the returns group and "discount" to the sales group in your support using two rules.
- The order of rules is important as the first condition that the tweet satisfies will be executed
- If you want to convert all your @mentions to tickets automatically, enter your Twitter account handle as the keyword.
Please note that if you have Dispatch'r rules set up that affect the tickets created by these ticket rules, the Dispatch'r rule will be executed. For example, say your ticket rules states that all tweets with "payment" should be converted to tickets and assigned to the "finance group". And you have a dispatch'r rule that assigns every ticket generated through twitter to the "Social group". Now every time a ticket mentioning "payment" comes in, it will be assigned to the "Social group". So you may have to revamp the dispatch'r rule you've set up for Twitter tickets.
Direct Messages to tickets settings
All your Direct Messages (DMs) are converted to tickets in your helpdesk automatically. They will not appear in the stream in Social tab.
- Threading interval is the time limit up to when a DM conversation between your account and another account will be taken as a single ticket. Use the drop down to pick a time limit
- The Assign to group drop down assigns all the DM tickets to a particular agent group
- Once you save the settings, you will be able to see your tweets and DMs from the past few daysin the Social tab. And if your ticket rules apply to these older tweets, they will be converted to tickets and any follow up on that tweet by you will be added as notes in the ticket.
If you want to monitor general tweets about your business or competitors that do not @mention your account, you can create a custom social stream.
With the Twitter integration in Freshdesk, you don't have to just wait for your customers to ask for your help. You can proactively monitor tweets that are not directed at you but are talking about your brand. You can also follow topics in the area of your interest and find out what your competitors are up to. You can convert such tweets into tickets if necessary.
What is the difference between a Twitter account and Twitter stream in Freshdesk?
When you add your Twitter account to Freshdesk, you can see all the tweets that are directed at you, and you can even convert them into tickets. All the direct messages to your Twitter account will also become tickets in your Freshdesk. It works the same way as customers asking you questions through email and you replying to them through Freshdesk.
A Twitter stream is what you need to set up when you want to search Twitter for certain keywords frequently. For example, your customers might use a common misspelling of your brand name in their tweets or they might just be complaining about your product to their friends, without mentioning your Twitter handle. You don't want to miss out on such tweets just because they are not directed at your official account.
By setting up a stream with the misspelling and your brand name as keywords, you can catch the tweets that your account can't and proactively reply to the complaining customer clearing his misconception.
Quick guide to set up a new Twitter stream in Freshdesk
You can set up multiple Twitter streams in Freshdesk. You can search for one set of keywords that are about you, set up a stream that searches for your competitors' tweets, and even another stream that tells you what people are talking about in your industry.
- Login to your support portal as an administrator
- Go to the Admin tab
- Click on the Twitter icon. You must have already added a Twitter account in Freshdesk to be able to add a Twitter stream
- Click on the "New stream" button on top
- You will be taken to the edit stream page, where you can give a name to the set of keywords you are going to search for. For example, if you specialize in building iOS and android apps, you'll probably benefit from knowing what Apple is up to. You can name the stream "iOS apps" and put in keywords that are related to it.
- Enter all the keywords you want to search for in this particular stream. For example, if you want to know what the official Apple account is tweeting, you can add its Twitter handle in the keywords. You can also add hashtags and general search terms.
- You can add multiple keywords by pressing enter after each keyword or phrase. Any tweet containing any of these keywords will be shown under this stream in the social tab.
- When you search for generic terms on Twitter, you are likely to be flooded with a lot of tweets that are unrelated. You can avoid seeing such tweets and filter out only the useful ones by clicking on the "Filter out keywords and handles" link under the keywords text box
- Under "Filter out these keywords" enter the search terms that you want to avoid. For example, you don't want to be seeing tweets about Candy Crushers, when you are searching for "Candy", the sweet.
- Under "And tweets from these handles" enter the account handles of the people whose tweets you don't want to see, like your team members. They will be excluded from your stream.
- If you have added multiple Twitter accounts to Freshdesk, you can pick a default handle from which you want to reply to tweets in this stream. You can always pick a different handle in the Social tab while replying
- You can control who sees the tweets from this stream so it does not distract people for whom the stream is unrelated. In "visible to", add the agent groups to whom this stream should be visible
Converting tweets in a stream to a ticket
Some tweets in custom streams maybe support issues or business opportunities. You can convert them into tickets based on certain keywords so that it gets better visibility and accountability.
- You can create multiple rules and assign tickets to different groups. In the first rule, enter the keyword that the tweet should contain to become a ticket
- You can add multiple keywords in a single rule by pressing enter
- Pick an agent group to whom the tickets satisfying this rule should be assigned
- Click on "Add new ticket rule" button to create another rule. For example, you may want tweets containing "failed" converted to ticket and assigned to support while your sales team takes care of the tweets containing "pricing"
- The order of these rules is important as the first rule that is satisfied will get executed
- Click on the create button on top to create this stream
Please note that if you have dispatch'r rules set up that affect the tickets created by these ticket rules, the dispatch'r rule will be executed. For example, say your ticket rules states that all tweets with "payment" should be converted to tickets and assigned to the "finance group". And you have a dispatch'r rule that assigns every ticket generated through twitter to the "Social group". Now every time a ticket mentioning "payment" comes in, it will be assigned to the "Social group". So you may have to revamp the dispatch'r rule you've set up for Twitter tickets.
Now you can see all tweets containing the keywords you want, excluding the keywords and handles you filtered out in your Social tab. You can convert them to tickets or reply to them from the Social tab.
Understanding the options in the Social tab
The Social tab in Freshdesk is Twitter tailored to your needs. All the tweets from the Twitter account you've integrated in your Freshdesk and from all the custom streams you've created will be visible here. You can convert tweets to ticket, reply to tweets and even post a tweet from one of your integrated accounts in your Social tab.
Accounts and streams
Tweets from all the accounts and streams you configured in the admin tab will be visible in the Social tab. You can pick out each account or stream separately and view all corresponding tweets. You can also click on the All tab to see tweets from all the accounts that you've integrated.
Options available in a tweet
From a tweet that has been streamed to your Social tab, you can find out the following information:
- Conversation - If the tweet is a part of a conversation between the person you tweeted and your helpdesk, you can see the whole conversation here and get more context.
- Reply - You can reply to any tweet in the conversation from one of the Twitter accounts you have configured.
- Other Interactions - You can see if the same person has mentioned any of your integrated accounts in his tweet in the recent past by clicking on the Other interactions tab in the bottom.
- Number of retweets - You can see the number of times a particular tweet was retweeted and by whom, by clicking on the looped arrow with an eye icon below each tweet.
- Convert to ticket - You can convert any tweet to a ticket directly by clicking on this button.
Follow a user - By clicking on the user name present on the tweet you will be able to view their profile. Over here you will be able to follow a user on Twitter by clicking on the follow button. You will be able to follow the user from any of the Twitter profiles that are linked to your helpdesk. You can also see a bunch of things that will help you understand your customers better.
User given description - You can see how the customers describe themselves on Twitter below their profile picture.
Klout score - Klout score is a number between one and hundred that denotes a user's social presence (Twitter, Facebook, Google plus, LinkedIn and the like). This will help while you deal with the user's support issues because your interaction with a user who has a high Klout score is likely to be more visible to the general public.
All interactions - The user's recent tweets that mention any of your integrated accounts can be seen under the Interactions tab.
All Tickets - Under the Tickets tab in the user profile, you can see all the tickets that a user has raised with your help desk.
Though the custom streams can be configured by the Administrator to search Twitter for certain keywords, an agent responding to a ticket might want to search for more information. The agent can use the search bar above the twitter feed to customize the search. When the agent clicks on the accounts and streams on the left, it will show what search was configured by the admin in the search box and can edit it to make a new search.
- Keywords - All the keywords you want to search for in Twitter should be entered in the first box. Learn more on how to use the keyword search for best results.
- Filter out keywords - An agent can refine a search by filtering out certain keywords. The filtering option will appear when the menu button next to the keyword text box is clicked.
- Filter out handles - An agent can also exclude seeing the tweets posted from certain accounts by entering the account handles here.
Posting a tweet
You can post a tweet from your company handle right from within Freshdesk using the Composing tweet widget on the top right corner of the social tab. This means that not only can you support customers who come to you with a problem on Twitter, you can also engage with your customers effectively right from your helpdesk.
Different ways to search Twitter using keywords:
You can search for tweets containing certain keywords in Freshdesk. You can search for exact and approximate phrases and convert tweets into tickets when certain keywords are present in them. The search can be performed by the agents from the Social tab or the admin while they integrate a Twitter account or set up custom streams. Here are some tips that will help you search better.
Adding multiple keywords:
When you add multiple keywords in a single search box, Freshdesk will return tweets that contain any of those keywords. You can enter multiple keywords or phrases by clicking on the tab button, or a comma or by pressing enter.
When you want to search for an exact phrase on Twitter through Freshdesk, you should type the phrase within quotes.
For example, lets say the content of a tweet is "The quick brown fox jumps over the lazy dog".
A search with "quick brown fox" (in quotes) will return the above tweet, whereas a search for "lazy brown fox" will not return the above tweet because, in spite of containing all words in your search, the tweet does not contain it in the same order.
When you are sure that a tweet should contain all the words in a phrase but it can do so in any order, you can type in the words with a space between each word without quotes.
For example, searching for lazy fox will return the above tweet, whereas searching for lazy lion will not.