Overheard lists out the most recent Twitter posts ("tweets") related to this company. Anyone, employee or customer, can convert a tweet into a community topic. Overheard notifies the original Twitter poster of the discussion started in response to their issue.
RT @kulpacabana: @joshbaltzell We use JIRA here at Hanson. It requires a bit of training and teamwork to make it work well, but it's an excellent tool.