If each comment deals with a unique issue, you can split each of these comments as a new ticket and track each problem separately.If all the comments are related to the same issue, you can reply from the bottom of the ticket page as on a regular helpdesk ticket and the reply will get added as a comment to the general thread.You can handle multiple comments from several visitors on a single post in two ways. For example, if you set it as 12 hours (using the dropdown), consecutive messages between the customer and your helpdesk within 12 hours are threaded under the same ticket.Ĭomments to a post can be identified by the 'Message' icon on the left side while a reply to a comment is indicated by the 'Speech' icon. To make sure that messages from the same conversation do not create multiple tickets, you can set a threading interval. Replying to a visitor’s private message from within your helpdesk will be the same as having a private chat with them on Facebook. To differentiate a private message from a wall post, look for the 'Facebook message' icon as indicated below: You can reply to private messages sent to your Facebook page from your helpdesk.
Your replies from Freshdesk are automatically added as comments to the original post on Facebook. You can reply to the post like you would reply on a regular helpdesk ticket. When a visitor posts on your Page’s wall, the post gets automatically converted as a ticket in your helpdesk. You can reply to all messages and/or posts from visitors on your Facebook page right from within your helpdesk.
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