My agent replies appear on the X (formerly Twitter) thread but not in the ticket

Issue symptoms

Using the X (formerly Twitter) channel, agents replies are visible on the X thread and not reflected in the Zendesk ticket.

Resolution steps

1. Verify that the agent didn't reply directly from the X thread

It's possible that the agent replied directly through X instead of sending a reply via the ticket. Replies from the agent might be difficult to find in the ticket thread, check chronologically.

2. Check for performance issues

Zendesk tickets communicating with X might involve threads with extensive data, including thousands of replies, GIFs, images, and videos. Clear the cache and cookies of your browser. Additionally, verify that no extensions or applications are affecting the browser.

3. Check for service incidents impacting Zendesk or X

Determine whether there are any ongoing issues with Zendesk or X services that may be affecting the integration.

Check if your Zendesk domain is impacted by an incident from the Zendesk Status page. Visit the X Status page for any known issues on their end.

4. Relink the X (formerly Twitter) channel to Zendesk

The X channel may be deauthorized by X itself or the link might be broken, leading to issues with ticket synchronization. Unlink the X (formerly Twitter) channel and link it again.

For more information, see these articles: