Abstract: Methods, systems, and computer readable medium for generating ticket requests are disclosed. The method includes retrieving a content item created at a social media platform in relation to an entity being serviced by an issue tracking system and determining a help-seeking intent associated with the content item based on textual data of the content item. The method further includes determining whether the help-seeking intent associated with the content item exceeds a threshold level of intent, and upon determining that the help-seeking intent associated with the content item exceeds the threshold level of intent: generating a ticket request based on the textual data of the content item, and communicating the ticket request to the issue tracking system.

Abstract: Method and computer readable medium for generating alerts are disclosed. The method includes retrieving a plurality of content items created or updated in a particular time period at a social media platform in relation to a software application of interest, and determining one or more sentiments associated with each of the plurality of content items. The one or more sentiments determined based on textual data of the plurality of content items. The method further includes determining whether a potential incident has occurred in relation to the software application of interest based at least on the one or more sentiments associated with the plurality of content items. In response to determining that a potential incident has occurred in relation to the software application of interest, the method further includes generating an alert message indicating the potential incident and communicating the alert message to a monitoring system.