We’re improving how sub-replies on Instagram comments—particularly those that @mention your page—are pulled into Gorgias. Below is a quick comparison of the old behavior versus our new and improved setup:

Legacy (Broken) Behavior

• Excessive Context
  Previously, whenever a sub-reply mentioned your page (@mention), Gorgias would bring in all comments in the thread—including up to 24 of the latest sub-replies—along with the media post itself, the top-level comment, and the comment containing the actual @mention.

• Single Ticket for Entire Thread
  This meant a single ticket was automatically created, containing the media post plus every comment in the green box.

• Unnecessary Clutter
  Because every piece of the conversation was lumped into one ticket—even if not all comments were truly relevant—it often led to information overload in your helpdesk.

New (Fixed) Behavior

• Less Is More
  Now, a new ticket is created only when there’s a comment that explicitly mentions your page (@mention). That ticket includes:

  • The media post

  • The comment with the actual @mention (whether it’s a top-level comment or a sub-reply)

• Streamlined Threading
  Additional replies get added to the same ticket if two conditions are met:

  1. The new comment also has an @mention of the page/integration.

  2. The new comment is in the same thread where there is already an open ticket.

• Cleaner Helpdesk View
  As a result, the same conversation from Instagram shows up in a concise, organized way—so it’s easier to respond to exactly what matters, without sorting through unrelated chatter.

Example

Imagine a lively Instagram post featuring a tiny dik-dik (the smallest antelope in the African savanna) and multiple people chatting in the comments. Under the new behavior:

1. One Ticket per Mention – Each user who @mentions your page spins up (or continues) a ticket.

2. Thread Continuity – If a user replies again within the same thread and includes another @mention, the conversation flows directly into the existing ticket.

3. Focused Context – You’ll see only the relevant comments linked to your mention, along with the post itself.

   

   

Why This Matters

• Faster Response Times
  Fewer comments in each ticket means you can hone in on the actual mention and respond quickly.

• Reduced Noise
  You’re no longer wading through every single sub-reply in a thread—just the ones that truly need attention.

• Better Collaboration
  Tickets stay concise, so teams can easily collaborate and keep track of meaningful conversations.

We hope this makes handling Instagram sub-reply mentions smoother and more efficient. As always, if you have any questions or feedback, feel free to reach out to our support team. We’re here to help you stay on top of every mention—without the clutter!