Learn how to reply to Twitter mentions from Jira.
As a service desk agent working on Twitter tickets, you need to note that Jira tickets will be created in one of two ways. Your Twitter account is mentioned in a tweet, or your Twitter account receives a direct message. To learn how Jira tickets are created from a mention or direct message, you can click here.
Follow these steps:
- View Twitter mention from a customer as a ticket
- Click on the ticket Summary
- Head to Reply to customer
- Add your response
- Click on Save
Your response will then be sent back as a reply, and any new responses will be added to the ticket.
