We're very pleased to announce a major version release of HelpConnection, Help Desk & Knowledge Base software.
In addition to all the features in v2.1.0.0, this version, the following major features have been added. (Some minor ones too, but we won't discuss that here. :)

Twitter Capture!
There's been a lot of media buzz lately about the effectiveness of Twitter in business communications, and we agree!

This is a whole new era in business, because it allows business to contact their customers when they tweet about a problem to their friends or to the world, rather than waiting for the customer to contact you! It's the perfect opportunity to delight your customers with the ultimate in customer service. (The PR and marketing opportunities are even more obvious!)

With the new Twitter integration in HelpConnection, customer service personnel can monitor certain phrases related to your company or products and services. When a noteworthy tweet is found, customer support reps can tweet back, right from the admin area.

Or, even better yet, create a ticket from the tweet. Now the issue can be tracked in your customer support solution. Tweets can still be sent from the issue edit screen, or the ticket can be kept to follow up internally. Create tasks based on the tweet, and assign them to yourself or other agents.

Disadvantages of supporting clients via Twitter alone, is that Tweets are:

Recommendation? Create a ticket!
Write a short positive response, via tweet, with a link to a ticket or KB article that has more information, that can be tracked in your own database indefinitely (along with tickets and projects received from more traditional means), and is private (important if the message has sensitive information or is very negative in nature). Other tweeters will be impressed that you care to deal with it proactively; but they don't need to know all the ongoing support details.

[ Watch Tweet to Ticket Video ]

Or, ask the tweeter to email your support email address! That will also create a ticket and provide you with other means of contacting the individual (email or login to online info), privately - but with more detail than 140 characters can offer.

Hint:
When posting your email address on Twitter, use an email address like support(at)helpconnection.net.
(You'll be a little less likely to be spammed.)

Other Twitter functions that can be performed from HC are checking your own Twitter account (one can be enterred uniquely for each agent), follow other users, read DMs (Direct Messages), send tweets from the Twitter Cloud Management tool or from issues directly, links are provided to show a message au