Zendesk, the popular SaaS based help desk application developer, has announced an update to their service offering that will provide customers with new Twitter integration features. With the availability of these new features, enterprises may be able to create Zendesk tickets directly from Twitter conversations, record subsequent conversations as part of ticket resolution and also enable the customer support team to share specific Twitter conversations with colleagues over an internal platform.
The new features also enables enterprises in brand reputation management. Zendesk customers may now set their software up to look out for brand mentions across Twitter conversations and prioritize these mentions based on the user’s follower count. This will enable brands to cater to complaints from highly influential Twitter users on a first-come-first served basis.