After you set the Ticket status to Closed, the Social Media Comments are still comming and getting displayed under Interation Facet..
SAP Cloud for Customer
Reproducing the Issue
Go to the Service work center.
Select the Tickets view.
Open Ticket ABC which the status is set to Closed (ABC represents the Ticket ID).
- Navigate to Interation Facet.
- You find the new comments(e.g. from Youtube or Facebook) are still comming and getting displayed under the Interation Facet.
This is the standard behavior.
If the status of the ticket is set to completed and a new comment comes in the post,then the ticket will always get re-opened.
If the status of the ticket is closed, then also the comment is threaded to the same ticket and ticket won't be reopened.
Facebook;Youtube;Comments;social media; , KBA , LOD-CRM-SC-SM , Social Media , How To