Per Account Settings

Once your account is authenticated and linked to Deskpro, next step is to configure the settings.

Direct Messages:

• Choose if direct messages are converted into tickets or not.

@mention Tweets:

• Exclude @mentions that contains specific words.

• Stop tweets from specific twitter users becoming tickets.

• Ignore replies to your own tweets.

Twitter and Triggers

The “Events” settings on a trigger has a “Twitter” option. You can use this option to create triggers that run when a user @mentions or DMs your account. For more information visit the Triggers section of this guide.

Routing of Twitter @mentions & DMs to Tickets

@mentions

When a user @mentions your Twitter account a ticket is created. Any subsequent agent or user replies are threaded and appear on the same ticket.

• If the ticket is resolved and the user responds in the thread, then a new ticket is created.

• A new ticket will be created if the user @mentions your Twitter account outside of the reply thread.

Direct Messages

When a user DMs your account for the first time, a ticket is created. Subsequent DMs will be routed to this ticket unless:

• The ticket is resolved, in which case if user DMs again a new ticket is created.

• The Agent DMs the user on another ticket. Then the user’s future responses will be routed to that ticket.