• 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?

New to Zoho Social?

Creating tickets

Creating tickets from the Monitior 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.
   

Creating tickets from the 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 the Posts tab

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

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

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.