Hello, have two different issues to report here, for older facebook public comments, they will be categorised as one single ticket even when I have already chose “Create a new ticket for every comment on the post”. This did not happen to one of my Facebook page as seen in the picture below, but other Facebook page seems to be working for now.
Another issue is, since the ticket was first created on 7th Dec 2020, once my agent replied to it, the SLA response is calculated from 7th Dec, not the last comment which I am replying to (Sam). When replying to Sam’s comment, my agent’s response time becomes way too long! How can I resolve both of this issue?
Another issue is, when I reply to Sam, i am expecting to see my reply below Sam, however, it turns out to be replied on the general thread, how can i resolve this too? thanks