Apart from the fact that there;s 17 different ways all the social messaging channel work, the biggest bug bear I have is that I cant see if our social media team have replied to any messages when I get the ticket. 

Not every message that comes our way is a CS issue, so I just want to set up a simple system whereby our Social Media team can flag CS messages to us from their platform (Sprout Social) 

At the moment all I get is what the customer has said, I cant see if the SM team have replied yet, which is maddening. can we not add this as a channel reply function? even as a private note?