Creating tickets from Zoho Social

Creating tickets from Zoho Social

Zoho Desk integration can help your brand convert social media engagements into tickets that can be resolved by the support team. This way, your business can provide a seamless social customer service experience. Zoho Social lets you respond to incoming messages and posts in real-time, create tickets from social updates, and work together with your support team to achieve a customer centric growth for your business.

In this article you'll learn how to:
  • Import your Brands from Zoho Social to Zoho Desk.
  • Create tickets from different screens in Zoho Social
  • Automate your ticket generation process with triggered keywords
  • Manage your all your tickets created from Zoho Social

New to Zoho Desk?

Not to worry! You can get started right away by creating Brands in Zoho Desk or by importing your existing brands from Zoho Social.

New to Zoho Social?

The Brands created or imported from the Social module on Zoho Desk will automatically appear in Zoho Social along with your connected social channels.




Creating tickets


Here are the various ways you can convert a social media post into a ticket:

Ticket conversion is applicable only for Facebook and Twitter posts

Creating tickets from the Monitior tab


Whether it's a question about your product or a feedback related to your service-- customers always take to social media to resolve their grievances. The monitor tab is a great place for you to keep an eye out for what people are saying about your brand. You can monitor Visitor Posts, keywords, @Mentions, posts by your Leads and Contacts, or hashtags to stay on top of all social media posts published by users and potential customers.

Follow these steps to create a ticket from the monitor tab:

  1. Go to the Monitor tab from your Home screen.
  2. Hover over a particular post under a column and click on the Convert to Ticket icon.
  3. Choose a Department from the pop-up box and click Convert.
  4. A ticket ID will be assigned to the post and it will be imported to Zoho Desk.
  5. When you tap on the ticket ID, you'll be able to see all your interactions with the customer and respond to the ticket on Zoho Desk.
  6. Alternatively, you could instantly respond to tweets or posts from your monitor tab by clicking on the Reply button below the post.
You can also add the particular contact to Zoho CRM as a Lead or a Contact based on their responses.




Creating tickets from the Live Stream


You can create tickets from social updates in real-time and respond to incoming tweets and posts instantly from the Live Stream.

Follow these steps to create a ticket from Live Stream:

  1. Head over to Live Stream on your Home screen and click on a particular notification
  2. Click on the Convert to Ticket icon to create a ticket from the post.
  3. Choose a Department from the pop-up box and click Convert.
  4. A ticket ID will be assigned to the post and it will be imported to Zoho Desk.
  5. When you tap on the ticket ID, you'll be able to see all your interactions with the customer and respond to the ticket on Zoho Desk.
  6. You can also instantly respond to tweets or posts from your Live Stream by clicking on the Reply button below the post.




Creating tickets from Messages


Zoho Social's message inbox lets you respond to all your private messages in real-time. You can also view contextual information about each message, including past conversations your team members have had with them.

Follow these steps to convert private messages into tickets:

  1. Head over to your Message inbox from the Home screen.
  2. Click on the Convert to Ticket icon next to a username.
  3. Choose a Department from the pop-up box and click Convert.
  4. A ticket ID will be assigned to the post and it will be imported to Zoho Desk.
  5. When you tap on the ticket ID, you'll be able to see all your interactions with the customer and respond to the ticket on Zoho Desk.
  6. You can also respond to tweets or posts instantly from your inbox


Creating tickets from the Posts tab


Customers trying to reach out to your social media posts? Zoho Social lets you keep a track of people's comments on your posts and allows you to convert them into tickets instantly. Whether they express their issues through a @mention you to your tweets, or drop a comment on your post, you can instantly create tickets from any of your posts and let your support team to the needful.

Follow these steps to create tickets from your posts:

  1. Click on a post either from the Posts tab or from your Recent Posts to see how your audience has interacted with your Brand.
  2. Click on the Convert to Ticket icon next to the comment or @mention.
  3. Choose a Department from the pop-up box and click Convert.
  4. A ticket ID will be assigned to the post and it will be imported to Zoho Desk.
  5. When you tap on the ticket ID, you'll be able to see all your interactions with the customer and respond to the ticket on Zoho Desk.
  6. You can also respond to tweets or posts instantly by responding to the comment on Zoho Social.



Viewing and managing Zoho Desk information for a Connection


Whether it's about identifying a person who could be interested in your brand, or interacting with customer having trouble with your service, Zoho Social gives you context about their previous interaction with your brand. You can easily look up relevant information such as email, location, and the status update for any of your Connections. You also can take a look at the Happiness Rating of a connection to find out if they're really satisfied with your support service.

To view the interaction of a particular connection with your brand:
  1. Head over to the Connections tab and click on the username of a particular connection. You can also select a username from the Monitor tab, Live Stream, Messages, or from @mentions and comments on your posts.
  2. When you click on a connection, you'll be able to view information such as their previous interaction with your Brand, CRM info, Desk Info, and their social media posts.
  3. Click on Desk Info to view their contact details, ticket owner details, and all their tickets. You can view stats that display the Average Response Time, the Average Resolution Time, and the Happiness Rating of a connection to find out if they're really satisfied with your support service.



Ticket Generation

Only Zoho Social Admins can set up automatic ticket generation.

You can automate ticket generation when you find yourself tied up with too many queries pouring in. All you have to do is to set rules that convert social updates into tickets automatically through certain triggered keywords entered by your audience.

To automate ticket creation, follow these steps:

  1. Go to Settings from the Home screen and click Ticket Creation.

  2. For Facebook: 

    a) Select the type of posts you'd like to convert to tickets. 

    b) While converting Messages into tickets, you also have the option to capture replies to a message in the same ticket thread within a set duration. To do this, select All Messages and select the duration from the drop-down that appears under Append Interval. For example: if you were to select 12 hours, it means any reply after 12 hours will be raised as a new ticket.

    c) Enter keywords to automatically convert posts and messages having specific keywords into tickets in various departments on Zoho Desk. 

  3. For Twitter:

    a) Select the type of posts and messages you'd like to automatically convert into tickets.

    b) While converting Messages into tickets, you also have the option to capture replies to a message in the same ticket thread within a set duration. To do this, select All Messages and select the duration from the drop-down that appears under Append Interval. For example: if you were to select 12 hours, it means any reply after 12 hours will be raised as a new ticket.

    c) Enter keywords that trigger a criteria (for example-- if someone mentions your Brand in a post or message using a particular keyword) and select a Department. All the posts having specific keywords will automatically be converted into tickets.





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