Originally Posted by easyhostmedia
why post a support ticket reply to facebook or twitter as the support ticket is between you and the client and not to be published across social media.
Things have moved on. People are contacting you on Twitter and FaceBook.
Put it this way, you have 50 support staff. You'd have to give each one access to the Hootsuite or direct social channels. Instead, you can just integrate Facebook + Twitter and any mentions will pipe in as tickets.
If someone posts on your Wall, the agent can easily reply from the single help desk asking for a ticket ID etc to make this a private chat.
If someone sends a private message, then the chat remains private and between a single application for the agent (the help desk).