It is not possible to reply directly to facebook from a Ticket created as Follow-Up from an actual facebook Ticket.
Reproducing the Issue
- Go to the Service work centre.
- Go to the Tickets view.
- Select and open any Ticket ABC (ABC represents the ID) connected to a facebook channel.
- Click Follow Up --> Create Ticket.
- Click Save and Open.
- Go to Interactions (for example on the Overview facet).
Result: It is not possible to reply directly to facebook.
The new Ticket is a Manual ticket and has no connection to the facebook channel.
This is expected system behaviour.
KBA , LOD-CRM-EMP , Employee , How To