Is your Helpdesk Solution Social Media Friendly?
Organizations that provide online support services to their customers, and have so far relied on the traditional helpdesk systems need to go back to the drawing board and redesign their customer support process to include social media functionality. Customers spend long hours on social media and having the ability to interact with your support reps using twitter or Facebook will surely increase your company's reputation. Some Helpdesk solutions even allow support reps to set up keyword-based alerts that collect information from social networks such as what customers are saying about your organization, and creates and routes tickets automatically to the correct channels.
Read more about Helpdesk Social Media support features at Zoho's - https://www.zoho.com/support/social-integration.html