Administrators connect the Twitter channel by authorising the company’s Twitter account in Zoho Desk’s channel settings. Once linked, mentions and DMs matching configured keywords are pulled in as tickets automatically.
Agents can reply directly to tweets and DMs from within Zoho Desk. The response is posted back to Twitter under the company account. This keeps all customer interactions centralised without agents needing Twitter access separately.
Beyond direct mentions, Zoho Desk can monitor specific hashtags or keywords. If customers tweet a complaint without tagging the company directly, the keyword rule can capture it and create a ticket for the team to review.
The Twitter channel connects your Twitter account to Zoho Desk so that mentions and direct messages become support tickets. Agents can respond from Zoho Desk without separately managing Twitter.
Yes. You can configure keyword monitoring so that tweets containing specific words or hashtags are captured as tickets even if your account is not directly mentioned.
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