Hello All,
In our business, the Social Media accounts are closely kept to a select few that can make updates on the accounts. We like the ability to convert Social interactions into meaningful tickets, however we don't want to give all agents access to the Social feature.
If this isn't currently a feature, can it be logged as a future request?
Thanks!
Adam.
Hi Adam - when you are setting up a twitter account that will show up in your Social tab, you can choose which groups get visibility into this. An agent outside of this group, will not be able to view or respond to your tweets. If you do convert to a ticket, and for any facebook tickets, permissions will be based on ticket permissions. You can use the ticket scoping feature to limit agents to viewing tickets only to the group they belong to. This way, if you have a dedicated social group who respond to all social tickets, only they will see these tickets. You can set this up at the agent level. You will have to go inside each agent's profile page and mark ticket scoping to Group level.
Let me know if this would work for you.
Hello Smrithi,
Thank you very much for your reply. I understand fully and believe that is certainly a workable solution. Thank you very much!
Adam.
Hi, When you are setting up a twitter account that will show up in your Social tab, you can choose which groups get visibility into this. Will not be able to view or respond to your tweets. If you do convert to a ticket, and for any Facebook tickets, permissions will be based on ticket permissions. You can use the ticket scoping feature to limit agents to viewing tickets only to the group they belong to. This way, if you have a dedicated social followers group who respond to all social tickets, only they will see these tickets. You can set this up at the agent level. You will have to go inside each agent's profile page and mark ticket scoping to Group level.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
