Zendesk, a web-based customer support software provider, announced an integration with Twitter that lets Zendesk customers use social interactions and knowledge sharing on Twitter to drive their businesses. With one click, users can feed tweets into business workflows and turn Twitter into a value-add channel for customer engagement.
With Zendesk, users can record Twitter conversations on a ticket, and copy and consult with colleagues privately while interacting with Twitter users publicly. Users may also elect to move the conversation off Twitter to email and dispense with Twitter’s 140-character limit. The overall result is an improvement in the ability of companies to meet the needs of their customers and an opportunity to expand brand equity more deeply within the customer community.
The integration has been embraced by innovators in social media tools such as HootSuite, TweetDeck, Seesmic, and Twitpic. ”Zendesk’s social media integration helps HootSuite clients provide even more responsive assistance to their customers,” said Ryan Holmes, CEO of HootSuite. “By monitoring relevant content on Twitter, we can quickly identify problems and seamlessly create trackable tickets — all without leaving the HootSuite dashboard.”
The Zendesk-Twitter integration allows users to:
- Turn a tweet into a new Zendesk ticket — a twicket — with one click
- Record threaded Twitter conversations with full audit trail
- Combine public and private dialog while maintaining confidentiality
- Switch a Twitter conversation into an email conversation
- Seamlessly integrate with social media monitoring tools such as HootSuite, TweetDeck, Twitter.com, and the Twitter iPhone and Android apps
“Businesses are committing negligence if they’re not getting in front of customers to listen to their feedback,” said Mikkel Svane, CEO of Zendesk. “Twitter has changed the way consumers communicate about products and services, and our integration with Twitter will help companies join those conversations, better serve their customers, and ultimately build a stronger relationship.”
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I use zendesk as my primary customer support, so I’m very happy to hear about this integration. I’ll be able to respond to customers needs without a 140 character limit.
So would there be any prooblem if i mention about this in my post. Will leave credit at the end of the post.