The Social tab in Freshdesk has Twitter tailored to your needs. All the tweets from the Twitter account you've integrated with your Freshdesk account and from all the custom streams you've created will be visible here. You can convert tweets to tickets, 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 have configured in the Admin tab will be visible in the Social tab. You can configure a single account on Sprout and multiple accounts or streams from Blossom onwards. 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:


Information
Description
Indicator
Contact
You can find out if the person who tweeted is a contact on your helpdesk already. This way, you can look for his previous tickets to get more context. To be a contact, his Twitter handle must be associated with one of your contacts.





A crown icon on the left of the contact name


Time
You can see when the tweet was posted and try to solve the issue before it's too late. Clicking on the time will take you to the same tweet in Twitter.




Time below the tweet on the left


Helpdesk replied
You can see if someone from your helpdesk has already replied to the tweet you are viewing (from Freshdesk) so that you don't do a redundant job. If the reply was sent directly from the integrated Twitter account and not from Freshdesk, it will not be considered as a helpdesk replied tweet.



A green reply button on the top right corner of the tweet


Helpdesk Contacted
You can find out if the tweet you're looking at is a part of a conversation between your helpdesk and the person who tweeted.





A chat icon on the top right corner of the tweet
Already a ticket
Some of the tweets might have been converted to tickets already by the ticket rule or manually by someone else. In that case, you can go to the ticket directly by clicking on it and continue the conversation.



A green ticket icon on the bottom right corner of the tweet


Actions you can perform on a tweet





You can reply to the tweet by clicking on the reply arrow icon below every tweet. If you have multiple Twitter accounts integrated, you can choose which Twitter handle you want to reply from.




You can retweet the tweet to your followers if you think they'll find it interesting by clicking on the looped arrows icon. Again, you can choose which Twitter handle you want to retweet from.



You can convert any tweet into a support ticket by clicking on the ticket icon. If the tweet is a part of a conversation between your helpdesk and the person who tweeted, the rest of the conversation will be added as notes to the ticket.
 
 You can favorite a tweet by clicking on the star icon. By favoriting a tweet, you can either save a tweet for later or show the world that you like a particular tweet.
 



Interactions

When you click on any tweet, you can see a more detailed view of the tweet. 

  • 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' panel at 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.



User Profile 



  • 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 helpdesk. 




Searching Twitter

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.


Every agent can see their own recent searches on the right of the screen. They can click on a search term to perform the search again.




Posting a tweet

You can post a tweet from your company handle right from within Freshdesk using the Compose 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.




The Social tab in Freshdesk has Twitter tailored to your needs. All the tweets from the Twitter account you've integrated with your Freshdesk account and from all the custom streams you've created will be visible here. You can convert tweets to tickets, 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 have configured in the Admin tab will be visible in the Social tab. You can configure a single account on Sprout and multiple accounts or streams from Blossom onwards. 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:


Information
Description
Indicator
Contact 
You can find out if the person who tweeted is a contact on your helpdesk already. This way, you can look for his previous tickets to get more context. To be a contact, his Twitter handle must be associated with one of your contacts.



A crown icon on the left of the contact name


Time
You can see when the tweet was posted and try to solve the issue before it's too late. Clicking on the time will take you to the same tweet in Twitter.


Time below the tweet on the left

Helpdesk replied
You can see if someone from your helpdesk has already replied to the tweet you are viewing (from Freshdesk) so that you don't do a redundant job. If the reply was sent directly from the integrated Twitter account and not from Freshdesk, it will not be considered as a helpdesk replied tweet.


A green reply button on the top right corner of the tweet
Helpdesk Contacted
You can find out if the tweet you're looking at is a part of a conversation between your helpdesk and the person who tweeted. 



A chat icon on the top right corner of the tweet


Already a ticket
Some of the tweets might have been converted to tickets already by the ticket rule or manually by someone else. In that case, you can go to the ticket directly by clicking on it and continue the conversation.


A green ticket icon on the bottom right corner of the tweet



Actions you can perform on a tweet




You can reply to the tweet by clicking on the reply arrow icon below every tweet. If you have multiple Twitter accounts integrated, you can choose which Twitter handle you want to reply from. 



You can retweet the tweet to your followers if you think they'll find it interesting by clicking on the looped arrows icon. Again, you can choose which Twitter handle you want to retweet from.



You can convert any tweet into a support ticket by clicking on the ticket icon. If the tweet is a part of a conversation between your helpdesk and the person who tweeted, the rest of the conversation will be added as notes to the ticket.
 
 You can favorite a tweet by clicking on the star icon. By favoriting a tweet, you can either save a tweet for later or show the world that you like a particular tweet.

 



Interactions

When you click on any tweet, you can see a more detailed view of the tweet. 

  • 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' panel at 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.





User Profile 



  • 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 helpdesk. 




Searching Twitter

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.


Every agent can see their own recent searches on the right of the screen. They can click on a search term to perform the search again.




Posting a tweet

You can post a tweet from your company handle right from within Freshdesk using the Compose 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.