Why are my company's posts not being converted to tickets, even though I've selected that option?

Modified on: Thu, 20 Jul, 2017 at 12:20 AM

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Company posts would only be converted to tickets only when an end user/customer adds a comment to the post on Facebook. The post in itself will not be immediately converted.

When the post is eventually converted after a user comment, the original post is also brought-in along with the ticket inside Freshdesk.