Convert Tweets into Tickets in Vision Helpdesk:

We all use Twitter to respond directly to customers who have questions or problems, providing an instant channel of communication to mitigate a lot of potential issues. To make a centralized communication Vision Helpdesk integrates with Twitter and turns @mention messages in to tickets. Also you can search specific words like your company name and who is talking about your company and prospects queries into Tickets. Your support team can respond back to customers through Vision Helpdesk, they do not have to login to Twitter to respond to customers. The integration not only allows you to engage customers but also help you to keep the track of their communication at one place.

In order to integrate Twitter with Vision Helpdesk follow the following steps:

Step 1] Create app from https://dev.twitter.com/apps

On Create New App page there will be following fields:

Name: Enter some unique name for your APP (example: Helpdesk App)

Description: This will be displayed in Authorization page.

Website: The website URL will be mentioned here.

Callback URL: The client portal URL should be mentioned here.

Once you have created App Click on button Create My Access Token

Step 2] The New App that you have created will have Access Level Read Only >> Click on Settings Tab on your App

There set Application Type >> Access = Read, Write and Direct Messages

Step 3] Click on APP and go to app settings and set call back URL or redirect URL

EX- https://yourexample.com/ (Which is your client portal URL)

Step 4] Click on OAuth Tab on your App and you will find Consumer key, Consumer secret, Access token and Access token secret fields.

Step 5] Log-in to Vision Helpdesk Manage Portal,

Settings >> Integrations >> Twitter

Department:

The department along with the company or domain should be selected from the drop down and mentioned here.

Title:

The name of the title should be specified here.

Consumer key:

The username of the consumer application that has been registered with the service with the service provider should be mentioned here.

Consumer secret:

The password for the consumer application should be specified here.

Access token:

It is used by the consumer to access a users protected resources and it should be mentioned here.

Access token secret:

The password to access the users protected resources should be mentioned here.

Auto tickets convert if mentioned:

It can be either enabled or disabled. If disabled then the social media trends will not be converted into ticket automatically.

When the cron is run then the tweet in twitter gets converted to ticket in the helpdesk.

It is possible to perform the Mass Action for Twitter by selecting it from the listing and can be either enabled or disabled from here.
It is possible to edit or update the particular twitter setting by selecting it from the listing. The changes can be made and it can be updated from the Update option present at the bottom.

Also the staff member can send reply on twitter for tweet from helpdesk.