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 when 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. 



Exact searches


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.



Approximate searches


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.



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. 


Exact searches


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.


Approximate searches


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.