It’s possible to put your Twitter communication into Zammad. To do so, you need to follow these steps:

Register Twitter app

Register your Zammad as Twitter app under It’s required to let Zammad read/write tweets.

inital page

Click on “Create New App”

new app page

Enter app settings. As “Callback URL” you need to enter “https://zammad_host/api/v1/external_credentials/twitter/callback

new app is being created

After the app has been created, update the application icon and organization attributes.

set permissions to receive and send direct messages

Next we need to set _read, write and access direct messages permissions_ for the app.

click on Keys & Access Token, note them

Go to “Keys and Access Token” tab and note the “Consumer Key” and “Consumer Secret”.

Configure Zammad as Twitter app

Go to “Admin -> Channels -> Twitter”

Admin -> Channels -> Twitter

Click on “Connect Twitter App” and enter your “Consumer Key”, “Consumer Secret” and verify the “Callback URL”.

Connect Twitter App, click "Submit"

Done, your Zammad is configured as Twitter App now.

Start using your new channel

Start and write a message (direct message or tweet), short time later you will have a new ticket in Zammad.

A new Ticket - the tweet - just reply

Just click on the reply button (as you do it for emails) to send a reply.

Ticket after reply sent out