Sau Mai

Any new comments from the same facebook post will just reopen an old ticket. The same ticket keeps being opened by zendesk automatically and manually closed by the staff each and every time a customer post a comment & our staff replies that comment in our facebook page.So, we are unable to track how many comments were received and replied by staff. 

We can't reply customer's comment via Zendesk since it does not allow us to reply in that comment thread. 

So, an agent is monitoring & replying via facebook page and merely closing the same ticket number in zendesk. Does not justify why we integrated facebook comments to zendesk.

Please allow each new comment to create a new ticket and allow agents to reply in that comment thread.