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/appsOn 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 MessagesStep 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 >> TwitterDepartment:
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.