You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
Next: Root
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
The Atlassian Community can help you and your team get more value out of Atlassian products and practices.
As messaging apps go, Twitter is one of the best worldwide, with 436 million monthly active users as of 2022, and 217 million daily active users. This means including it in your omnichannel support might be something worth considering. So, for those of us using Jira Service Management, we can easily connect our Twitter accounts with Jira.
Today we are going to demonstrate how you can integrate Twitter with Jira using Twitter Connector for Jira.
With so many potential users worldwide, it makes sense to capitalize on such a great opportunity. According to this study, 64% of customers would rather contact a business through their Twitter account than through an official business call. People are opting for social media communications more and more each day, and that actually works to a company's benefit. So why connect Jira Service management with Twitter?
Well, there are a few reasons.
By integrating Jira with Twitter, every mention as well as direct message are automatically converted into Jira tickets. This will quickly be added to an agent's Jira backlog, and they can get to it from there, rather than needing to remember to sign in to Twitter to see the latest mentions or messages.
When you offer customers a channel, they habitually use as a form of contact, they are more likely to reach you if anything goes wrong. This is instead of avoiding things or dreading having to send an email or make a phone call. It offers them an alternative channel they can choose when they need to.
When you automatically receive tickets with inquiries and problems, you get to them straight away. This way you're far more likely to put out fires than wait for things to get worse.
When forming a Jira Twitter integration, you reduce the amount of channels your agents have to wade through every time they need to deal with customer inquiries. When they all go to the same place, it's far easier to deal with things in the order they come in, rather than needing to switch channels every now and then to keep up.
Last but not least is reducing costs. With everything becoming more organized and going through to the same channel, it's much easier for your agents to deal with Jira tickets without getting overwhelmed. This way, there's more organization, and you won't need to hire multiple agents per channel to deal with customer support.
A Jira to Twitter integration can be quite simple, and can be done in two steps. But first, you'll need to create a dedicated support account on Twitter.
The first step is to install the app to use it.
To do that, you should:
For visual instructions, you can watch this video:
How to Install Twitter Connector for Jira
The second step is linking your Twitter account with Jira.
To do that, you need to:
For visual instructions, you can watch this video:
How to Link Twitter Support Channel with Jira
With that, you've successfully connected your Twitter account with Jira.
Optimizing the use of an ITSM tool can help your agents collaborate better together. With the help of a Twitter to Jira integration, you can convert direct messages, mentions or tweets from customers into Jira issues. Any comment on Jira issues will be sent to the customer as a response. This integration will play a great role in boosting both your productivity and your customer support's efficiency.
Aliaa El-Nashar - Infosysta
Marketplace Partner
0 comments