Creating Twitter Searches and Filters in Desk

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Overview provides powerful tools to manage your social media accounts including the ability to create cases from relevant tweets about your brand, your products, or phrases and keywords important to your business. You can monitor Twitter in real time for keywords or phrases by using's Twitter Search feature. The items that appear in a Twitter Search stream automatically become cases in To set up Twitter search, make sure your Twitter channel is turned on.


Make your searches as specific as possible to help you hone in on cases that truly require your attention and make sure that no important customer conversations go unheard. For help with using Twitter search parameters, please review these guidelines.

  1. In your Desk account, go to: Admin > ChannelsTwitter​ > Searches
  2. Click Add Search.
  3. The Add New Twitter Search pop-up will display the following fields:
  • Name: The name of the search, or what agents see when viewing the "Twitter Search" page.
  • Twitter AccountThe account agents use to reply to customers. Agents can select from multiple accounts (or set a default) for replying from the Agent Desktop.
  • Default Group: The Group within your team that is automatically assigned Tweets.
  • Exclude Active Accounts: When toggled "On" search results will not contain any content tweeted from your active accounts.
  • Search Query: The terms you wish to monitor on Twitter. If you wish to monitor for a multiple word phrase, enclose it in quotes. For example, entering "ipod" will monitor Twitter for the exact phrase "ipod" (without the quotes). For more examples of advanced Twitter search queries, please view the Twitter help topic. Please note that only supports Keyword, and People Searches, not Date and Location Searches.


Enabling the Twitter Search immediately activates it. If you disable it, the system will no longer monitor Twitter for mentions of that term.

Identify Twitter Search Cases

Filters will help make your Twitter Search cases easier for your agents to work on:


  1. Create a Custom Field called "Tweet Type", with values of "Direct Message", "Mention", and "Search".
  2. Create a Inbound Interaction rule for Twitter Cases that checks the Tweet Type, and sets the value of "Case Tweet Type" to "Search".
  3. Create a Filter with the criteria of "Tweet Type" is "Search".

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