Channel-specific settings can be made for each channel, these can be found in the settings in the Workspace > Inbox area in the Channels tab:

There you can make the following settings for each channel, although not all of the following settings are always available here, depending on the platform:

  • Generate tickets

  • Generate tickets of posts where the page only got mentioned

  • *Make re-opened tickets stick to the last user assigned

    • Only tickets that are reopened due to a new comment are reassigned to the last assigned person

  • Mark comments with only mentions and/or emojis as seen

  • In which cases tickets with private messages should be reopened:

    • Only new fan messages (re-)open tickets

    • All messages in a conversation (re-)open tickets

    • Only page messages with the following words/phrases (re-)open tickets:

  • Default Reply (see article Default replies)

  • Automations (see article Automations)

*This feature is only available for Pro and Enterprise plans, you can find detailed information about the pricing HERE

If you have any further questions, don't hesitate to contact our support team either via chat or via!

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