Facebook Comments - unable to "reply" user's comments on posts

Hello.

When I try to use Zendesk to answer a comment that a user has left in one of my Facebook posts there's no possibility to "reply" to that comment or mention the user.

This is what happens when I answer via Zendesk:

 

And this would be the desired behaviour:

 

According to the answer I got from support: "We also tested in our test environment and found that it is not possible at the moment. In the meantime, if you wish to mention the customer, you have to use the native FB option."

The way it works right now, the users never learn that we are replying to them, don't get a notification and it also creates a confusion in the conversation because, in posts with several comments, it's not clear what is the answer for what.

This is going to force my team stop using Zendesk for Community Management on Facebook, and we'll probably have to look for another tool that allows us to have all our tickets in the same place and answer them correctly.

I'd love to know when this will be fixed.

Thank you!