Planned Social media support (Twitter, Facebook integration)

Discussion in 'Kayako product feedback' started by Aleborg, Apr 18, 2011.

  1. Aleborg

    Aleborg Member

    I'd like to see more integration with social media.

    Twitter
    New tweets about the company (tweets including @company_at_twitter and #company_at_twitter) will get created as tickets and the staff answering can choose to:
    a) Answer the feed in public
    b) Answer the feed through direct message
    c) Anytime convert to email ticket
    d) Close the ticket and don't answer(not all tweets needs to be answered)

    Facebook
    A lot of companies have Facebook pages these days and a wall that visitors can write on.
    New messages on the wall should be added as tickets and staff should be able to:
    a) Answer to the wall
    b) Close the ticket and don't answer(same as tweets)
    c) Anytime convert to email ticket

    A lot of support has moved out to social media and to be able to integrate these new channels into the support system should be the next step for any support desk.
     
  2. Varun Shoor

    Varun Shoor Chief Kayaker Staff Member

    I agree, we have given this some thought and are planning to introduce this after the Reports module refresh comes out. It might support only Twitter for starters but will eventually expand to cover Facebook as well.
     
  3. JSWeb

    JSWeb Member

    Can it as a basic, at least all "ADDTHIS" to be automatically added to each Knowledge / News page. This will at least all use as admins to add it to our Media channels. What's is more it would allow people to communicate our News Feeds to others.

    (Really just like you have at the bottom of this forum! : )
     
  4. JSWeb

    JSWeb Member

    When are we likely to see Social Media services being added to the Kayako releases?
    We are using the NEWS as our blog but really do need ADDTHIS (FB/Twitter) added.

    ..........Even this forum has them ;) !!
     
  5. Aleborg

    Aleborg Member

    @JSWeb, you can do that on your own in the templates. There's a lot of plugins that you can use for it such as http://www.addthis.com/
    Just add the code to your template:

    HTML:
    <!-- AddThis Button BEGIN -->
    <div class="addthis_toolbox addthis_default_style ">
    <a class="addthis_button_facebook_like" fb:like:layout="button_count"></a>
    <a class="addthis_button_tweet"></a>
    <a class="addthis_counter addthis_pill_style"></a>
    </div>
    <script type="text/javascript" src="http://s7.addthis.com/js/250/addthis_widget.js#pubid=xa-4df62e5b4ceee7cb"></script>
    <!-- AddThis Button END -->
     
  6. JSWeb

    JSWeb Member

    Ha ha, of course.... We'll now go and try and find the right template files.

    Thanks Aleborg.
     
  7. Aleborg

    Aleborg Member

    Hi,

    what's the status on this? Any progress?
    Another idea is to create an facebook & google+ app with possibillity to:
    • Create, view and reply to tickets
    • Chat with staff
    think that it would be a really nice feature.
     
  8. Aleborg

    Aleborg Member

    Bumping this thread...
    Any update? We're actually looking at zendesk that has this feature along with support for smartphones etc.
     
  9. Gary McGrath

    Gary McGrath Staff Member

    They said above this will be coming out after the reports module, the reports module is not out yet, but its due to come out very soon. The mobile apps are also well on their way with the beta of android going very well, and iOS to start very soon. :)

    Gary
     
  10. Joost Sanders

    Joost Sanders Reputed Member

    We are working on an implementation of this (Twitter based) of our own. It enables you to monitor tweets about whatever you configure to look for, mark them for further processing or in the end create a ticket from it.
    It is not all that trivial though. For proper ticket handling, you want contact details (or at least email). And you certainly do not want to create tickets automatically for everything that matches your monitoring criteria.
     
  11. alvaro.madrid

    alvaro.madrid Established Member

  12. Aleborg

    Aleborg Member

    @Varun, It seems like the reports module is done, is it time for some social media now?
     
  13. Jamie Edwards

    Jamie Edwards Chief Limey Staff Member

    The reports module isn't done yet, and it probably won't be come immediately.. but it is in the works :)
     
  14. ironfist

    ironfist Established Member

    +1

    I have been using Assistly recently which integrates with Twitter and GetSatisfaction and allows you to reply to any questions from these sources right in the ticket system as well. This saves a lot of hassle checking these 2 places separately.
     
  15. JSWeb

    JSWeb Member

    Interesting - please tell us more on how you got that working....
     
  16. ironfist

    ironfist Established Member

    nothing special required, those features are there by default.
     
  17. Lee Conlin

    Lee Conlin Member

    I'd like to see Social Media added too for support.

    ZenDesk, SalesForce and ASsistly all support it out of the box.

    For Twitter
    • Any @mentions or #hashtags should be listed as tickets (not created as actual tickets, but listed with tickets for action) based on settings configured by the admin. For example we might want both @easywebstore and #easywebstore to show up as support tickets and also have #ecommerce show up in the sales department.
    • Agents should be able to reply directly to these as they would a ticket and have their reply posted back to the user on twitter as a mention (or as a direct message if that option is ticked in the reply screen)
    • Agents should be able to close/trash these to remove them from the ticket list without replying.

    For Facebook
    • Any posts on connected facebook "Page" or "Group" walls should show up as with Twitter stuff and have similar capabilities.
    The ability to search twitter/facebook for other posts with arbitrary search terms should be included as well with similar abilities to reply to these posts also.
     
  18. alvaro.madrid

    alvaro.madrid Established Member

  19. masterctrl1

    masterctrl1 Kayako Guru

  20. Neil-UKWSD

    Neil-UKWSD Kayako Guru

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