When customers are talking about your products and services on social media, it is important for you to proactively support them right there. Transform your helpdesk from a reactive firefighting role into a proactive one.
Keep an eye on your Twitter activity at all times with this integration.
Once you add your Twitter account, you can see all tweets to your account in your Social tab. You can also convert the tweets into Freshdesk tickets automatically and they can be seen in your Tickets tab along with tickets from other channels.
You can add a single Twitter account to your Freshdesk account if you're on the Sprout plan and unlimited Twitter accounts from Blossom onwards.
Ticket Rules: You can create rules to convert @mentions of this account containing certain keywords to tickets automatically. You can add multiple rules, and the tweets will be converted to tickets based on the first matching rule.
Direct Messages ticket settings:All your Direct Messages (DMs) are converted to tickets in your helpdesk automatically. They will not appear in the streams under the Social tab.
For more information visit - https://support.freshdesk.com/support/solutions/articles/195475-adding-a-twitter-account-to-your-freshdesk