Supportworks ITSM v3.2 allows organizations to integrate their social media profiles and activity into their IT service management system. It enables companies to manage multiple social profiles, view Twitter timelines, provide service updates, set up search streams to capture results, match customers to social posts, respond or create new support tickets from social media, transfer data to incident records, and notify customers on Twitter with self-service links.

1. Supportworks ITSM v3.2
Integration in practice

2. Supportworks Social Media Integration
Manage
multiple Social
Media profiles

3. Supportworks Social ITSM
View Twitter
Stream Timeline

4. Supportworks Social ITSM
Provide service
updates

5. Supportworks Social ITSM
Set up search
streams

6. Supportworks Social ITSM
Capture search
results

7. Supportworks Social ITSM
Match customer
record

8. Supportworks Social ITSM
Retweet, Reply or
raise new
Incident/Request

9. Supportworks Social ITSM
Data transferred
to Incident record

10. Supportworks Social ITSM
Tweet
notification &
SelfService link to
customer