Ticket Creation Channel – Social Media

1. Feature Overview

In LeadSquared’s Service CRM, customers can raise tickets through various channels, such as Email, Chat, Calls, Social Media, etc. This article focuses on integrating social media channels (such as Facebook, Instagram, etc.) with LeadSquared.

When a customer posts a grievance on your business page, replies to one of the posts, or sends a direct message to your business’s social media account, it is automatically captured as a ticket in LeadSquared.

Once a ticket is created, you can set up assignment rules to automatically assign these tickets to your agents. Group Managers can also manually assign them to the agents in their groups. Once assigned, agents can work on resolving these tickets, and reply to your customer’s social media queries directly from LeadSquared.

2. Prerequisites

• Service CRM is a paid feature. To enable it, contact your account manager, or write to scsupport@leadsquared.com.
• You must be a Service CRM Admin to integrate social media accounts with Service CRM.

3. How it Works

This feature captures the following activities as tickets in LeadSquared –

• When customers reply to your business’s posts, and their replies contain specific keywords.
• When customers tag your business in their posts, and these posts contain specific keywords
• When customers send Direct Messages (DMs) to your business page. All DMs are automatically created as tickets.

For the feature to work as intended, the following steps must be completed –

1. Your Facebook/Instagram page must be synced with LeadSquared. The steps to sync these pages will be completed by our support team, and no action is required from your end. To initiate this, contact your account manager, or write to scsupport@leadsquared.com.
2. Once the pages are linked, configure the keywords based on which you want tickets to be created.

Once the configuration is completed, customer queries on social media that satisfy these conditions are created as tickets in Service CRM.

4. Social Media Configuration

Once you log in to LeadSquared (https://in21.leadsquared.com/), to integrate a social media account with Service CRM –

1. Navigate to My Profile>Settings>Service Cloud.
2. On the Service Cloud Settings page, under Channel Configurations, click Social Media.
3. On the Social Media pop-up, click the social media account you want to integrate with LeadSquared. We’re selecting Facebook.
4. On the Facebook Configuration page, you’ll see that LeadSquared integrates with your Facebook Business Page. Alongside this page, under Actions, click .
5. On the Page Configuration screen, configure the Ticket Creation Triggers –
   • Comment on admin post – When customers comment on your Facebook or Instagram posts, and these comments contain any of the configured keywords (e.g., issue, bad), LeadSquared captures them as tickets. Configure the keywords based on which you want tickets to get created. To turn off this feature, disable the slider .
   • Mentions – When customers create posts tagging your brand, and these posts contain any of the keywords configured (e.g., issue, bad), LeadSquared captures these posts as tickets. Configure the keywords based on which you want posts to get captured. To turn off this feature, disable the slider .
6. Once you’re done, click Update. All comments and posts containing the configured keywords are captured as tickets in Service CRM.

Any Questions?

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