Tweet back to the people tweeting at you without leaving your helpdesk, and have all mentions neatly converted into tickets.
Track certain words or phrases to easily find and participate in conversations involving you, your competitors or your industry in general.
Use your helpdesk to do everything from retweeting and favoriting, to pulling up past threads, beginning new conversations and viewing tweet statistics.
Set up rules to identify tweets containing certain keywords and have them routed to agents in your helpdesk groups.
Using Freshdesk, you can automatically convert direct messages coming within a certain time frame to a single ticket.
Make use of standard productivity features like canned responses and solution articles for customer support on Twitter.