The application checks for new posts in Instagram, and creates Freshdesk tickets if there are any. You will then be able to review and respond to all the comments to the posts, right from these entries. You'll also get the usernames and date & time of the comments.
The application allows you to so simplify the work with comments by searching and filtering them by time created or certain content. Search for specific keywords and usernames and show comments created during certain time frames.
Never leave Freshdesk to answer comments to your Instagram posts and save time & focus! Your answer will be posted on Instagram and stored as comment in the ticket, so your colleagues can stay aware of it.
If some of the comments deserve special attention, or if the agents require internal help to answer them, you can create new tickets out of them and assign them to different agents or groups — just like with any other tickets in Freshdesk. For instance, you can create a new ticket to assign a comment with a pricing or availability question to your Sales group.