Write a Sales Proposal That Doesn’t Suck

I used to write sales proposals pitching Fortune 500 clients on $XXX,XXX consulting projects. One thing I remember about writing those sales proposals was the presence of FEAR.

Fear of getting rejected... Fear of making embarrassing typos... Fear of copy-pasting something in Client A’s proposal that was intended for Client B... Fear of missing the deadline.

If you write proposals for web development... or bid on projects in the public sector... or freelance... or consult... then you’ve probably experienced these same fears.

This blog post should help.

We recently asked Jennifer Riggins from Quote Roller - the proposal software experts - to share some of her tips on writing sales proposals that don’t suck. Here’s what she had to say...

Enter Jennifer

Some of our readers might have the impression that writing a sales proposal is a mere formality when it comes to doing business. Are there certain industries or specific situations where sales proposals are THE determining factor for winning a contract?

Jennifer: Certainly for some sectors, especially construction or anything in the public bid sectors , proposals are THE deciding factor. [Ryan notes: public bids are typically government projects funded by tax dollars]

For the private sector it's more about building relationships and trust, but you are often required to submit an official proposal.

Using proposal software and pre-built templates helps you to write sales proposals faster and assures they appear professional. You can spend more time nurturing the relationship and less time formatting charts and tables.

What are some common mistakes you see people make when writing a sales proposal?

Jennifer:

#1 They don’t set aside enough time. 

Timing can be a major issue if you need to start from scratch and don't have a template. You need to budget time for writing the content, editing the content, and formatting the content. You'll probably also need some time for peer review or manager review.

Keep timing in mind because, if you've promised a proposal within a certain number of days, it’s critical that you hit the deadline [Ryan notes: and probably preferable that you turn it in a few days early to demonstrate that you run ahead of schedule]. For example, if you miss the deadline for an request for proposal, you'll be automatically excluded from the running.

#2 They don’t accurately summarize the client’s business objectives. 

Many times proposals are submitted and the client can immediately tell that the writer didn’t have a grasp of the business objectives. Proposal objectives are typically missed for three reasons:

• The sales proposal writer was not present during client discussions. Often times a junior staffer will be tasked with writing the sales proposal even though they didn’t attend the client meetings. In these cases, the objectives typically get lost in translation. The simple solution is to start inviting the sales proposal writer to client meetings or record the client meetings with a voice recorder.
• The wrong questions were asked. This is common when a business has a preset “menu” of features or services that they like to sell to clients. Instead of engaging the client in an open-ended discussion about their objectives, they ask leading questions that steer the client towards a specific choice on the “menu.” Here are some ideas for open-ended questions that can help suss out your client’s objectives.
• The objectives were not restated to the client. Sometimes clients change their minds. Sometimes clients forget what they said. Sometimes clients request something they didn’t really want. Save them from themselves. Before sending a proposal, send your client a quick email that restates their objectives as you understood them. Give them a chance to offer feedback and edit before considering the objectives final and including them in the sales proposal. 

[Ryan notes: As someone who used to review supplier proposals every week, I can attest to this. Nothing is more frustrating than spending hours discussing objectives only to see them completely left out or misstated in the proposal.]

#3 They write the sales proposal from a narcissistic point of view. 

Prospective clients are not all that interested in you or your company; they care more about the value you can add to their business. We all tend to get stuck in ruts when writing proposals and just copy-paste the same boilerplate info that talks about our companies instead of the client. Your proposal should focus on the client's objectives, not the credentials of your company. Put your accomplishments and past experience in the addendum section.

How can software make it easier to write sales proposals?

Jennifer: First of all, online proposal software saves the writer time.

For example, Quote Roller offers more than 35 ready-made templates for free. You can use them online or download them.

There are fields that you can auto-populate or just pull-in the info directly from your Customer Relationship Management tool.

The templates give basic options and fields that are in templates for traditional products and services for each major industry, from SEO & Wordpress specialists to cleaning and construction services. Then, it's the user's job to talk to their clients and add anything to the templates that the client is specifically looking for. Whether it's a house, a used car, or a website design, all successful salespeople gear their sale to what the client needs.

Proposal software also makes it easier for clients to say “Yes”. When your client has to take the time to download your attachment, print it out, sign, scan, re-upload and email it, it leaves a lot of time to rethink things; e-signature avoids this shuffle. The integration of photos, videos and hyperlinks breaks up the monotony of a sales proposal and makes it more engaging, while not wasting pages of unnecessary, mind-numbing text.

One thing clients often like -- and we added to Quote Roller a few months ago for this reason -- is that they can make comments within the contract or proposal. Think about how frustrating it is to go back and forth in an email trying to figure out which version is which and to figure out what exactly your clients' doubts are.

Often proposals writers come across prospects hemming and hawing over specific things, but, especially with price, they maybe don’t necessarily want to admit it. With Quote Roller’s in-proposal analytics, you see exactly what they've been spending their time looking at. Having this knowledge allows you to redirect the conversation to what you now know the client has been focusing on.

For readers interested in Quote Roller, where can they go to learn more?

Jennifer: Readers can try out Quote Roller for two weeks free and create irresistible online proposals in a matter of minutes! Here’s a special coupon code they can use to get half off their first month: 50OFF1STMO . Prices start at $14.95 a month and save users an average of two hours per sales proposal.

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How to Rollout Help Desk Software so that People Actually Use It

Here is a recommendation on how to rollout help desk software so that the people in your company actually use it. It probably applies to all software. The advice is based on the perspective of an end user. That end user is me. Hopefully you'll find this new perspective helpful as I'm probably a pretty decent approximation for all the people in your office who don't work in programming, IT, or DevOps.

My suggestions are based on software rollouts that have "worked" on me in the past. In general, those rollouts have three things in common:

1 - Address my fears.
2 - Make it easy for me to comply.
3 - Have incentives for me to act quickly.

Fear may seem like a weird thing to talk about in the context of a software rollout. The truth is that most of your end users will be just like me in that we're generally not excited about your new software. Instead we're worried that it will make our jobs more complicated, or worse, make our jobs obsolete.

Therefore, you should imagine me as a scared bunny rabbit and your new help desk software as an angry bear with big bear claws. I'm not excited to hear that there's an online centralized repository for my support requests, instead I have a hodgepodge of irrational fears swirling around in my head, such as:

1 - Long waits - right now I can call in or stop the IT office and get immediate assistance. Will I still get the same level of personalized attention and speedy service?
2 - More passwords - oh gosh, here's one more password I have to remember.
3 - Extra steps - why should I have to take an extra step to make YOUR job easier.
4 - Black boxes - i'm not comfortable sending my request into some black box where it disappears. How do I know that you've received it?
5 - Big Brother - are you going to be comparing my volume of requests versus my coworkers or are you going to report to my boss that I really didn't know how to use Microsoft Office as well as I claimed on my resume?

You'll see how to address these kinds of fears in my rollout recommendations below.

The Help Desk Rollout Email

The email is the most important part of your help desk rollout. It will sit right next to all the other important things I need to do for the day. I will read it as long as your subject line is relevant, or mysterious, or says the word URGENT in it (I'm a real sucker for the word 'urgent').

Most everyone in your office will be just like me and use email to manage their priorities for the day. They will read your email to. That's not the hard part. The hard part is getting me to read the email AND do what you want me to do. Here's how you do the hard part.

Send me the rollout email when the new help desk is live and accessible.

  

Your helpdesk rollout isn't a summer blockbuster, there's no need for me to see a trailer a month in advance. If anything, it'll be frustrating if you announce something that I can't use yet. Furthermore, if you tell me the new helpdesk will be ready in a month and for some reason it's not ready in a month, that makes you look bad, even if it's not your fault - perceptions are reality, and all that.

So, if you want, send me a brief heads up email one week before the rollout is absolutely certain (ie it's been tested on your live server and your support staff is up to speed on it). All the email needs to say is "hey, something's coming in about a week. keep an eye on your email."

Then, send me one official rollout email when the helpdesk is live.

Include tons of keywords in the email so when I inevitably forget about this new help desk system and search it in Gmail, your email will pop up.

Give me one way to submit a ticket.

Start with one low friction, high speed option that I will "get" immediately.

For example, give me one support inbox to send tickets to OR one support website URL where I can go to submit tickets.

If you're fighting this recommendation, that's probably because you're a technical person and technical people like surveying all their options and making the optimal decision. I am not a technical person nor are most of my colleagues. We want to be told the best way to do something. It's your responsibility to tell us the best way.

Software developers won't make this easy on you. They build help desk systems that have to accommodate everyone, and everyone has different preferences. That's why you see help desk software with options for users to submit tickets via email, phone call, Twitter message, widget form, customer portal, smoke signal, etc. Don't give all those options to me. Pick the one that makes the most sense and promote it exclusively in the rollout email.

Promote a "no ticket, no work done" policy

Before you roll out, get management to sign off on a "no ticket, no work done" policy.

That makes the point clearly to me, especially if it's backed by a management seal of approval.

If management has questions about the inflexibility of such a policy, you can promote the tracking, trending, and reporting benefits of your help desk ticketing system and explain how this will eventually help your organization reduce cost and increase revenue.

Once you get management buy-in you should mention the "no ticket, no work done" policy in your rollout email. CC the CEO and/or the highest ranking executive who gave you permission to deploy the help desk software. I'll generally prioritize and act on things that I think management wants me to do.

(Optional) Bribe me with incentives

I'm a sucker for competitions, puzzles, and anything that needs to be solved. Most office workers are like me and love contests too, especially contests that briefly distract them from their day jobs. Take advantage of that.

One idea is to have me submit tickets to receive clues to solve a puzzle. As I submit more tickets, you can reply to the tickets with additional clues (or automate that process if you really want to show off the capabilities of your new help desk software).

Another idea could be to offer a special prize to the first ten people who correctly submit a ticket into your system. I will really want to be one of those ten people.

Sample email script

Here's a sample email script you can use when you rollout your help desk.

Subject: [Urgent - Do Not Delete] New process for IT support / help desk requests
Dear {First name}, 

We're excited to release a new help desk process today that will allow you to easily submit support requests & check their status online. 

<insert your preferred process here> 

Simply go to: http://<yourcompany_portal>
Enter your email address & log in. No password is required.
Explain your request & click "Submit" 

Once you submit your ticket, you'll receive an email that confirms we've received your message. 

</end preferred process> 

This new process is a company wide best practice and it's the only way to guarantee prompt service. If you don't submit a ticket, you will not be able to get work done on your requests. 

We understand that IT issues can slow you down. This new process helps us address your requests faster. It also allows us to be proactive and prevent issues before they happen.

We'll still be onsite and available to stop by your desk to help fix laptop, phone, PC, or other issues when necessary. 

Thanks,
<your signature> 

<Optional contest>
PS. As part of the help desk rollout, we are holding a special contest where you can win by solving a puzzle using a series of clues we'll issue from the help desk system. To participate in the contest all you have to do is submit a ticket with the words 'Contest' in it and you'll receive the first clue and instructions on what to do next. 

PPS. Don't delete this email. Please archive it email for your records.  

keywords: support request, help, help desk, helpdesk, IT, support, tech support, tech, assistance (to help you find this email in Search later)

More Helpdesk Rollout Tips

After you send the help desk rollout email, you'll have a few end users who revert to their old habits of calling in for support or popping into your cube for a quick chat about their issues. It won't be me of course, but it will probably be one of my friends in Sales or the guy whose the VP of Whatever.

Here's a few things you can do to fend off non-compliance from these weirdos.

Put your bad memory to good use

Something that we all have in common is that we forget stuff. I forget stuff, you forget stuff. It happens. This understanding means that I'm sympathetic to the phrase "I forgot" and your poor memory is a very useful resource for deploying a new trouble ticketing system. In other words, if you need a reason why someone must submit a ticket the way you want them to, then cite your terrible memory. Tell me that you might accidentally forget about my issue, if I don't submit a ticket. 

Here are some example scripts you can use with non-adopters who use an unsolicited format for their support requests:

In-person Request - "Yes I'll look into it, but please go ahead and submit a ticket, because odds are, the second you leave my office someone else will walk in with a question and I will have forgotten this conversation altogether."

Phone Call Request - "Yeah, I can take care of that, but I'm on the other line addressing another issue right now. Submit a ticket so I don't forget, I have a terrible memory!"

Email Request - Set up an auto-responder that says, "Thanks for your message, if this is a support request, please <insert your preferred ticket submission process here> to ensure your issue is resolved as fast as possible. I only scan emails and could forget something if it's not in our ticket system."

Tape some signs up around the office

I didn't want to make this recommendation. I hate when people put signs up in the office. The aesthetics bother me. I have a large laminate planning calendar that's up on the wall behind my desk and I despise it. But when it comes to influencing behavior...signs work.

We have a little sign in our office kitchen that says, "Please do not feed the wildlife. If you leave food out, they will come," and there is an illustration of ants scrawling just above the quote. The sign is a little over the top, but it works. Every time I use a plate I wash it off and put in the dishwasher. Every time I open the bag of company trail mix, I reseal it.

Therefore, if you're worried about the traction of your new help desk, it wouldn't hurt to put up a few signs that say something like,

"Need IT Help? 

Submit a ticket at <insert URL>" 

Refrigerator doors, microwave doors, and bathroom doors are great high traffic targets for a guerilla sign campaign. You might want to get the approval of your office manager first. They can get all fussy when you put up signs that aren't pre-approved.

Last lines of defense - email signature, voicemail, and white board

Here's a couple of other ideas that can help increase helpdesk software adoption and compliance.

1- Include a link to the helpdesk page in your email signatures (or include a description of the proper process to submit a ticket).
2- Set your voicemail so that it mentions the ticket system in your greeting.
3 - Put a portable white board outside your cubicle or office space with instructions on how to submit a ticket.

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If this blog helped you out, you can return the favor by spreading the word using the social sharing buttons below or, even better, take a test drive of our help desk software and let me know your thoughts.

Thanks -
ryan

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30 Funny Tech Support Quotes

Here are my favorite tech support quotes.

Funny Tech Support Quotes

1. This is an RGE (resume generating event).
2. This is a CLO (career limiting opportunity).
3. This is an ID-10-T error.
4. This is a PICNIC error. (Problem in chair, not in computer)
5. “It is ready to test” 
6. This is a PEBCAK error – (Problems Existing Between Chair and Keyboard)
7. On a scale of 1 to 10 how hard can you click?
8. Please do the needful.
9. No good deeds goes unpunished.
10. Revert at your earliest convenience.
11. There is no need to SHOUT.
12. Have you tried turning it off and back on?
13. Is it plugged in?
14. If it's not in the ticket, it didn't happen.
15. We've stepped in a pile of should.
16. A raised hand is not a ticket
17. No ticket = no work done.
18. Your backup is only as good as your restore.
19. Please reboot.
20. Self resolving ticket.
21. If it's worth doing, it's worth automating.
22. We put the SH in your IT.
23. Lack of proper planning does not constitute an emergency.
24. Please login when you're sober.
25. Prior planning prevents poor performance.
26. The button on the side, is it glowing?
27. I've got 99 problems but a switch ain't one.
28. That should be relatively straight forward.
29. Replacement parts: $XXX. Knowledge of what to replace: priceless.
30. Test your restores, not your backups.

Tweet us your favorite tech support quotes.

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How to Use Google Docs to Promote ESL Parent Involvement

We recently reached out to one of our education partners, Dr. Chris Craft, to get his take on special technology tips & tricks that are often overlooked by educators. 

His response came back almost immediately. He was surprised that many schools didn't use Google Docs to translate school documents for ESL parents (English as a Second Language). 

By translating important student documents, schools can bridge the language gap and promote ESL parent involvement.

You can read more of Chris' thoughts below, but let's start with the details on how to translate school documents for ESL parents. 

Use Google Docs to Translate Documents for ESL Parents

1. Make sure your school is signed up for a free Google Apps for Education account.
2. Go to http://drive.google.com
3. Click the red 'Create' button and select 'Document' from the drop down menu.
4. Create your document. You can copy-paste from other text editors like Microsoft Word or create it from scratch.
5. Go to the 'Tools' menu, and click 'Translate document....'
6. Type the name of the new document, select the native language of the ESL parent, and press OK.
7. A translated copy of your document will be created. You can now access this copy in your Google Drive.

Once the document is translated, you may want to print the translated copy and staple it to the English version for the student to take home to their ESL parent.

How Translated School Documents Promote ESL Parent Involvement

Translated book reports and writing assignments give ESL parents a chance to review their child's work in their native language so they can offer feedback and encouragement.

Translated copies of permissions slips, medical waivers, and photo rights releases let ESL parents have a fuller understanding of their students' risks and rights before signing. 

Translated progress reports and reports cards make it possible for ESL parents to monitor academic progress and reinforce the importance of scholastic achievement. 

Translated open house invitation, fundraiser notifications, and graduation announcements can foster a spirit of inclusiveness and increase participation from ESL parents. 

Definition of ESL Parent 

ESL Parent - Parent who speaks English as a Second Language; also known as English Language Learner, or ELL parent. ESL Parent and ELL Parent are often used interchangeably. 

Expert Take: Dr. Chris Craft on Translating School Documents using Google Docs

As I travel around and meet with Google Apps for Education users around the world, there is one feature that I feel like is seriously underutilized. The ability to instantly translate any Google Doc is a feature that can and will allow schools to communicate with parents and community members through documents.

Schools in my area seem to be experiencing an increase in students for whom English is a second language. Language barriers can make communicating with a student's parents difficult. For many schools and districts, there is no easy way to handle this, and they resort to copying and pasting blocks of text into a translation website. This process is cumbersome, to say the least. Google Apps for Education offers a quick and easy way to handle this need. Let's assume that a school or district has made the switch to GAFE and have adopted Google Docs for collaborative document editing. They already experience data security, ubiquitous availability, mobile editing, and more. Now they can also translate documents quickly and easily by simply clicking Tools --> Translate Document. A copy is created and is instantly translate into the chosen language.

Here's a scenario. Let's say a family enters the school having recently arrived from Croatia. There is likely no one on staff at the school that speaks Croatian. If the school has their documents in Google Docs, they simply go into the Doc, click Tools, Translate Document, and select Croatian. In moments, they have a document to give to the parent in his/her native language. Thanks to Google Docs translate a document feature, the communication barrier is effectively lowered.     - Dr. Chris Craft

Dr. Christopher Craft is an award-winning educator and speaker based in South Carolina. He has been recognized both locally and nationally for innovative teaching with technology.

Most recently he was named to the National School Board Association’s “20 to Watch” list for 2013. He has a B.A. in Spanish, a M.Ed in Educational Technology, and a Ph.D. in Educational Psychology and Research from the University of South Carolina. Chris is a Google Certified Teacher, and a Google Certified Trainer. 

Find out more about Chris at www.christophercraft.com or follow him on Twitter @crafty184.

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How to Stop Hating Conference Calls

At 22, I worked as an analyst for a consulting firm. My division specialized in consumer research for secret new products developed by companies like P&G and Coca-Cola. The work was interesting, but I didn't have much in common with my clients - upper thirty-something brand managers and research directors.

It was difficult to build rapport when I met new clients in person, and almost impossible to establish common ground if our introduction happened via conference call.

I remember opening client conference calls with cliche references to the weather and vague small talk.

Sometimes I'd get lucky and the client would bring up sports, or traveling, or college, and we'd strike up a legitimate conversation, but mostly I grasped for straws until the client mercifully ended the small talk by inquiring about our services.

This was a few years before Facebook and LinkedIn were popular. Things are different now.

Use social media to build rapport

Social media has made building rapport much easier for anyone willing to do a little prep work before a call.

When I'm doing outreach for our app and need to establish rapport with someone new, I browse Facebook, Twitter, and LinkedIn to see if we share any common interests.

Companies like UberConference take this a step farther by integrating social profile information right into their free conference calling app.

Now I start conference calls by asking about someone’s recent travels or chat about a mutual friend or business associate.

It’s amazing how much more smoothly these calls go when you can identify over something more personal than the weather.

Record the conference call

Another difficulty I had with conference calls was note taking – especially during project kickoff meetings. It’s hard to take good notes and contribute meaningfully to the conversation.

I can't tell you how many times we talked about how awesome it would be to record project kickoff meetings and transcribe them later.

I can tell you exactly how many times we actually went out, bought a voice recorder, recorded a conference call, and transcribed it later. ZERO.

Here is another area where new technology helps.

With services like Google Hangouts on Air you can hold a live client conference call with video (that's public, mind you) and have it recorded and posted to YouTube. If you need more privacy (as we did), UberConference records private conference calls for you and lets you download them as an MP3s later.

You can also use Skype and record calls via one of many add-on apps available.

It’s amazing how much more fluid conference calls go when you don’t have to take notes in real time. There’s more interaction, more good discussion, and fewer instances of things getting lost in translation.

With clear eyes and free hands, you can’t lose.

"Well that right there sounds awfully familiar."

Earn credibility by taking control. 

You absolutely nailed the report. You got all the clients business questions answered and delivered on deadline. You even came up with some excellent advice that will make your client some money.

Now all you have to do is show up and stand behind your findings and recommendations in person and go through the ringer of hypothetical questions while placating the one contrarian who has to disagree with the data.

But wait. What if the client can’t get all the key players together in one room, or maybe they work remotely (like Github, who didn’t have an office for their first 2 years), or maybe they’ll be on the road and need results ASAP?

Guess what’s coming? A conference call.

You think you know what’s going to happen - conference call insanity. But it’s not.

You’re going to be the MacGyver of conference calling and use the tools around you to solve all your problems just like he did.

1. If someone has a poor phone connection, mute ‘em. 
2. If someone shows up late and unannounced, take note and then take pity by sending them a taped recording so they can review missed content.
3. If your client asks you to cut your hour long presentation to 30 minutes, strike a compromise by having them leave all non-urgent questions in a chat window and answer them in a follow up email.
4. If you have bad news to deliver and you’re worried about how your clients will take it, do it over a video conference so you can see each other’s facial expressions when they talk. 

Most people are so bad at organizing and executing conference calls that by taking control and utilizing free technology to have an efficient call, you’ll be able to differentiate yourself and come across as knowledgeable and resourceful just by holding a good conference call.

Even before the call starts, you’ll have earned quite a bit of credibility and rapport.

That means less stressful conference calls, stronger client relationships, and more business.

All the best,
Ryan
Mojo Helpdesk

MacGyver. My hero.

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How IT Consultants Use a Hosted Helpdesk to Manage Client Requests

Mark Gallagher, founder of MoonRivers Media, and Mojo Helpdesk user since Jan 2012. (Photo Credit: Zoe Isaac)

Mark and Melissa Gallagher are co-owners of Moon Rivers Media, an IT solutions company based in New Hampshire. 

Married in 2003 when MoonRivers Media was in its early stages they worked tirelessly to build a client base and launch the business in 2004. Now nine years later, they're thriving entrepreneurs who serve a clientele of small to mid sized companies in the New England area and nationwide.

When not providing IT expertise to their clients, Mark and Melissa are also avid outdoors people who enjoy skiing and spending time with their two kids.

They were kind of enough to take some time out of their schedule to chat with us about their business and how it integrates with our hosted helpdesk software. 

ENTER MARK AND MELISSA:

Tell us about MoonRivers Media.

From web hosting, to email marketing, to Google Apps integration, MoonRivers Media offers an array of technology solutions for clients in the New England area and nationwide. The nature of our company is very mobile/on the road and the majority of hours are spent on site at client's offices, not our own. MoonRivers Media experienced a big growth once we settled at our home in New Hampshire and built a client base of local small to mid size companies with IT support needs.

What challenges you were facing prior to using Mojo?

Our diverse client base is spread around the country and our clients come to us for support 24/7. We needed to centralize the management of the requests and we needed a help desk to be bullet proof and accessible from EVERYWHERE.

How do you use Mojo day to day?

Tickets come in via email to help@moonrivers.com and our techs can grab them and get to work. It also integrates with our existing site and Google Apps both of which were great for us. 

Tell us about the results.

We can search the tickets for answers to questions people submit again and again. We can show them how to self-help and login to their own custom profile with all their tickets.

We also get the original requests via email and then the help@moonriver address sends the tickets to a few email boxes and to the helpdesk so we can see them every which way and respond as appropriate. 

We combined the helpdesk with our remote software support and now we have a GREAT helpdesk.

Melissa Gallagher, co-owner, MoonRivers Media. (Photo credit: Zoe Isaac)

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If you're a IT consultant or tech consulting firm looking for a help desk or ticket tracking software, you can visit our website: Mojo Helpdesk or send me an email at ryan @metadot (dot) com .

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How to Turn Tweets into Helpdesk Tickets

Turn customer Tweets into helpdesk tickets with our latest mash up.
(Photo credit: @daskeyboard)

You may not have asked for it, but it's happening.

Your clients are using Twitter to reach out to you when they need customer support.

Their question, requests, and complaints are in the public eye; your responsiveness and service quality are out in the open for anyone to see.

It's the perfect time to start getting systematic about how you address support via social media channels.

Having your customer's Tweets automatically turn into helpdesk tickets is a great place to start so we've setup a little hack to make it happen.

You'll need a Gmail account and a Mojo Helpdesk account for this to work.

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Step 1 (Optional). Create a Helpdesk Queue for Tweets

If you haven't done so yet, sign up for a trial of Mojo Helpdesk.

From your Mojo Helpdesk navigation bar, click 'manage' >> 'Queues and email addresses' and click the 'New' button. Enter a queue name and an email address and then click the 'create queue' button. You now have a place for all your customer's Tweets to be stored as tickets that you can follow up on.

Make note of the email address you created because you'll need it for Step 3.

For this example, I created a new helpdesk queue called Twitter and set my queue email address as twitter@ryanluedecke.mojohelpdesk.com:

If you already have a Mojo Helpdesk account, you may prefer to use an existing queue that you've already setup. To use an existing queue, click 'manage' >> 'Queues and email addresses'and find the email address associated with the queue you plan to use. Take note of this email address because you'll need it for Step 3.

Step 2. Link Twitter to a Gmail address.

Log in to Twitter. Click the gear icon in the upper right hand corner of the navigation bar, then click Settings. In the Account view enter a valid Gmail address in the email field.

Check Gmail to confirm your account is receiving Twitter notifications. You should have a verification message from Twitter.

Step 3. Tell Twitter which Tweets to send to Gmail.

Click the gear icon in Twitter and select Settings. In the Email Notifications screen you need to tell Twitter which Tweets to send as email notifications to your Gmail inbox. 

For my helpdesk I selected "My Tweets get a reply or I'm mentioned in a Tweet - By anyone" and "I'm sent a direct message" as these are the types of Tweets that are most likely to contain a customer inquiry, a new feature request, or a complaint.

Step 3. Tell Gmail where to forward Tweets.

Open Gmail. Click the gear icon in the upper right, then select Settings. Click the Forwarding and POP/IMAP tab.

Enter the queue email address from Step 1. Gmail sends a confirmation code that you need to grab from your 'Unassigned' tickets view (or 'Unassigned' >> 'Guest Requests' view if you have special filters or automations set up).

After verifying your code, click the 'Disable' forwarding button and scroll down and click the'Save Changes' button. When you finish this step, your settings will look like this:

Step 4. Tell Gmail which Tweets to Forward.

Log into Gmail. Click the gear icon in the upper right, then select Settings. Click the Filter tab. Click the 'Create a new filter' link and fill in the filter pop up form as follows:

From: *@postmaster.twitter.com

(this is the email domain Twitter uses to deliver every email notification as of 5/15/13. The asterisk tells Gmail to include any email with a domain of postmaster.twitter.com)

Has the words: "mentioned" OR "direct message"

Leave the other field blanks. When finished, click the 'Create filter with this search' link.

Here's how it will look on screen:

Now you need to check the 'Forward it to:' box and select the forwarding address you set up in Step 1. Click 'Create filter' (or 'update filter' as shown below) and you're finished.

Note 1: Filter fields in Gmail work just like Google Search by giving you more control with search operators like the asterisk (*). The asterisk (*) serves as a placeholder for any unknown or "wildcard" terms. Here it protects our filter if Twitter changes the local part, or first part, of the email which looks like something this for notifications:"n-elna=zrgnqbg.pbz-ab31d".

Note 2: There are probably several ways to set this Gmail filter, but unless you are an expert and willing to troubleshoot, I'd recommend using the filters as shown in the screen shot above. The filter example is especially useful if you've having Twitter send you notifications for new followers and retweets as you probably don't want those flowing into your helpdesk as tickets.

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Once these steps are complete, you'll get notices when people Tweet you, reply to a Tweet, or send you a direct message on Twitter.

Questions about this Twitter mash up or about our hosted helpdesk software in general? Send them to me at ryan (at) metadot

All the best,

Ryan

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