The majority of brands now have a social presence. They have a Facebook page, they tweet, and they are occasionally on Pinterest. Brands see social media as a good way to connect with customers, which is correct. They also receive a large number of support inquiries via these social channels. And, because everything on social media is public, brands must be extra cautious about answering those questions, and doing so on time. This can be accomplished by connecting social accounts to a helpdesk.
When someone posts on a brand's Facebook page that has been integrated with a helpdesk, it is automatically converted into a ticket. Agents can respond to these tickets, and their responses will appear as a comment on the customer's Facebook post. Because anything on social media is time sensitive, administrators can create a separate SLA policy for Facebook tickets.
