With Freshdesk's Twitter integration, you don't have to wait for 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 areas 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 tweets that are directed at you, and also convert them into tickets. All the direct messages sent 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.


How to set up a new Twitter stream in Freshdesk


You can set up multiple Twitter streams in Freshdesk if you are on the Blossom plan or higher. 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 Admin.
  • Go to Admin > Twitter > New stream. (You must have already added a Twitter account to Freshdesk to be able to do this.)
  • 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 are specialized 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 enter 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 as part of this stream under the Social tab. Learn how to use keyword search effectively.



  • 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 Taylor Swift when you're searching for 'Swift' the programming language.
  • 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 from 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 might be support issues or business opportunities. You can convert them into tickets based on certain keywords so that they get 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 Add new ticket rule to create another rule. For example, you may want tweets containing 'failed' converted to tickets 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 matching rule 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. Learn all about the options available in the Social tab.


With Freshdesk's Twitter integration, 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 also convert them into tickets. All the direct messages sent 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 if you are on the Blossom plan or higher. 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 Admin > Twitter.
  • 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 are specialized 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 as part of this stream under the Social tab. Learn how to use keyword search effectively.



  • 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 Taylor Swift, when you are searching for 'Swift' the programming language.
  • 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. For example, you can exclude Taylor Swift's handle while searching for 'Swift' the language.



  • 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 from 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 might be support issues or business opportunities. You can convert them into tickets based on certain keywords so that they get 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 tickets 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 matching rule 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. Learn all about the options available in the Social tab.