Social Media Channels

This function extends OTRS with additional communication channels for social media. Conversations like page posts or direct messages can be received as articles in OTRS tickets. This allows to manage communication on social media platforms with OTRS.

Note

This feature is available only for managed customers. A special contract is needed to use this feature.

Note

In order to use this feature a system administrator needs to setup the related social media profile configuration first.

Facebook

To create a Facebook page post ticket:

  1. Go to the main menu and select Create Facebook Post.

  2. Fill in the fields.

    For Facebook posts tickets there is an additional section Posting Details at the ticket create screen and the section Communication is different:

    Create Facebook Page Post Ticket

    Create Facebook Page Post Ticket

  3. Select a Facebook page in the Posting Details section.

  4. Select the Facebook post type.

  5. Write the title of the Facebook post in the Communication section.

  6. Write the content of the message.

  7. Click on the Create button after all relevant fields are filled.

This creates a Facebook post and a ticket in OTRS containing the Facebook post as first article.

Note

The ticket detail view for Facebook post tickets contains an additional widget Facebook Page History. This widget shows all Facebook page posts that have been created for the selected Facebook page.

If a public user publishes a post on a configured Facebook page a new ticket will be created in OTRS.

Facebook Page Post from Public User

Facebook Page Post from Public User

The page post appears as incoming article. Incoming articles from Facebook are shown with [Post] in the beginning of the articles subject. The content of the Facebook is additionally shown embedded in the article.

Facebook Page Post Embedded in Article

Facebook Page Post Embedded in Article

If a Facebook post is connected with a ticket in OTRS, the comments from Facebook users are sent to OTRS and appear as incoming conversations.

Comment from Public User to a Facebook Post

Comment from Public User to a Facebook Post

All comments to a Facebook post that is connected with a corresponding ticket in OTRS are displayed as new article containing a [Comment] in the beginning of the articles subject.

Replies to a Facebook post or a comment can be send via OTRS using the article action Reply via Comment.

Reply via Comment

Reply via Comment

It is possible to send a Like reaction to a Facebook post or to a comment by using the OTRS article action Like Article.

If a public user writes a direct message to a Facebook page that is connected with OTRS then the following happens:

  • If there has been any communication between this user and OTRS and there is an open ticket for this customer user, the direct message is sent to the ticket with open state. If there is more than one open tickets, then the system sends it to the youngest ticket that has an open state.
  • If there is no already existing communication with OTRS, the direct message will create a new ticket.

The direct messages are displayed as articles within the ticket.

Facebook Message from Public User

Facebook Message from Public User

All messages are displayed as new articles containing a [Message] in the beginning of the articles subject.

OTRS agents can reply to direct messages by using the article action Reply via Direct Message.

Note

If the content of a comment has been changed or deleted OTRS will create a new article with the changed content or with the information that the content has been deleted.

Twitter

To create a new Twitter tweet ticket:

  1. Go to the main menu and select Create Twitter Tweet Ticket.

  2. Fill in the fields.

    For Twitter tweet tickets there is an additional section Posting Details at the ticket create screen and the section Communication is different:

    Twitter Tweet Ticket Properties

    Twitter Tweet Ticket Properties

  3. Select a Twitter account.

  4. Add a title. The title is only for internal purposes. It is the title of the corresponding ticket for a twitter tweet.

  5. Write the content of the message.

  6. Click on the Create button after all relevant fields are filled.

This creates a new Twitter tweet and a ticket in OTRS containing the Twitter tweet as first article.

It is possible to add attachments of the following type:

  • Photos (JPEG/WEBP/PNG, up to 4 files and up to 5 MB each)
  • GIF
  • Video (single file up to 15 MB)

Note

The ticket create view for Twitter tweet tickets contains an additional widget Twitter Account History. This widget shows all Twitter tweets that have been created for the selected Twitter account.

In the ticket detail view, the widgets Communication Compact and Communication Stream display all communications sent from OTRS to Twitter or sent from Twitter to OTRS with a Twitter icon in the column Channel.

Twitter Tweet Ticket Detail View

Twitter Tweet Ticket Detail View

The layout of a twitter tweet is displayed within the article.

All comments or retweets to a Twitter tweet that is connected with a corresponding ticket in OTRS are displayed as new article containing a [Comment] or [Tweet] in the beginning of the articles subject.

Replies to Twitter tweet can be send via OTRS using the article action Reply via Comment.

If a twitter user likes a tweet that has been created with OTRS, then it will create a new version of the article in OTRS.

If a public user writes a direct message to a twitter page that is connected with OTRS then the following happens:

  • If there has been any communication between this user and OTRS and there is an open ticket for this customer user, the direct message is send to the ticket with open state. If there are more than one open tickets, then the system sends it to the youngest ticket that has an open state.
  • If there is no already existing communication with OTRS, the direct message will create a new ticket.

The direct messages are displayed as articles within the ticket.

Incoming Twitter Direct Message

Incoming Twitter Direct Message

All messages are displayed as new articles containing a [Message] in the beginning of the articles subject.

OTRS agents can reply to direct messages by using the article action Reply via Direct Message.