The Twitter integration allows you to connect multiple Twitter accounts to Halo. Any Tweets where a connected account is mentioned can be imported using the Halo Integrator, and managed within the Halo application. This includes liking, retweeting and replying to Tweets. You can also raise tickets from Tweets, and replies to a Tweet which has a linked ticket can be threaded back to the ticket.
Connecting to Twitter
Start by navigating to Configuration > Integrations and enable the Twitter module. Once in the module, click the "New" button to begin adding a new account.
Because each Halo application has it's own authentication server, our support team need to register a redirect URL with the Halo developer application in Twitter. Contact the support team to get this enabled. You can use the "Contact" link on the account setup screen to open your default mail application ready to send an email, which will contain your redirect URL in the subject line of the email. You will not be able to connect to a Twitter account until this has been completed.
Once the Halo Support Team have verified your Halo instance, you can use the connect button to sign in to Twitter. You will be redirected to a Twitter authentication screen and once logged in, you will be redirected back to Halo. If successful, your Twitter handle will be shown at the top of the page and additional options will now be available.
In order to successfully create tickets from Tweets, you must select a ticket type and user that any new tickets will be created as/assigned to. It is recommended that you create a separate ticket type for this which does not have mandatory fields, as you will not be able to modify the ticket before it is created.
The Halo Integrator is used to import mentions from Twitter into Halo. To configure this, simply enable the Halo Integrator using the checkbox shown below.
When running the Halo Integrator, your last 200 mentions will be imported into Halo. After this, only newer mentions will be retrieved with each sync.
Now that the Twitter module has been enabled, a Twitter icon will be visible in the left hand navigation bar. Click this icon to open the Twitter view. Any connected account will be displayed on the left hand side and when selected, any imported Tweets will be displayed.
Each new Tweet starts with 5 buttons. From right to left:
Discard - this button hides the Tweet from this view, indicating that you do not wish to take any action against this Tweet. The Tweet will not be removed from Twitter, but you will no longer be able to action the Tweet in Halo.
Like - this button likes the Tweet.
Retweet - this button retweets the Tweet.
Create Ticket - this button creates a ticket from the Tweet using the ticket type and user that you have chosen when setting up the account. The Tweet will not be hidden from view once the ticket has been created, but this button will disappear when successful. Details of the ticket and it's current status will be displayed on the right hand side of the Tweet tile.
Reply to Tweet - this button allows you to reply to a Tweet directly from the Tweet view. Using this button opens the screen shown below, allowing you to create your reply. You can choose whether or not to hide the Tweet after the reply has been sent.
Tickets Created from Tweets
Any action on a ticket which has been added from a Tweet mention can be responded to via Twitter. This includes the opening action of your ticket that you've created from the Tweet. To reply to a Tweet on a ticket, hover over the three dots for the action, and click "Reply to Tweet":
This will bring up the same input screen as shown above, without the option to hide the Tweet. Once submitted, an action will be added to the ticket showing your reply and the previous details of the Tweet that you have replied to. The "Reply to Tweet" option will now be unavailable for the action that you just sent the Tweet from.
If the Halo Integrator imports a Tweet that is in reply to either the initial Tweet you sent, or in reply to your new action, then Tweet will not display in the Twitter view and will instead create a new action against the ticket.
If you wish to create a separate ticket for a reply to a Tweet, you can use the "Add Action to New Ticket" option against the action.