Zendesk Integrates Twitter and the Helpdesk

Jul 15, 2010

Zendesk, a customer support software provider, announced Twitter integration with its Zendesk helpdesk platform. The new functionality allows users to merge tweets with business workflows, taking advantage of the social networking service for both knowledge sharing and customer engagement. Users can record Twitter conversations on a ticket, consult with colleagues, and interact with customers over the popular social networking service. It is also possible to carry over the conversations into e-mail exchanges.

Other features include conversation threading, the ability to translate Tweets into Zendesk tickets with a single click, and integration with social media monitoring tools such as TweetDeck and HootSuite.

Zendesk is a helpdesk system that provides companies with a single point of contact for customer support and relations, built around a SaaS model. The company serves more than 5,000 businesses, including Twitter, MSNBC, and Lonely Planet.