Handle tickets in Gorgias: Instagram comments and mentionsUpdated 11 minutes ago
Who can use this feature?
• Everyone (except Observers) can reply to Instagram tickets
Once your brand's Instagram account is connected to Gorgias, your team can respond to tickets that Gorgias creates for Instagram Direct Messages, mentions, and comments on your Instagram posts, Reels, Stories, and ads. Replies sent from Gorgias appear on Instagram just as if you replied natively
Respond to Instagram activity
When your Instagram account is connected to Gorgias, the following types of activity can appear in Gorgias as a ticket:
- Comments on your posts, Reels, and ads
- Replies to your Stories
- Mentions
- Direct Messages (DMs)
Every top-level comment on a post, Reel, or ad, and every new mention creates a new ticket in your helpdesk. The first message in every Instagram ticket is from Gorgias Bot, and it contains a link to the activity on Instagram that you can click to view the comment or mention directly on Instagram.
The comment, review, or mention appears as the next message in the ticket.
Hover over the Channel icon on the message to confirm the type of activity, then follow the steps below to respond from Gorgias:
- From your helpdesk, open a ticket from Instagram.
- Hover over the message to see the available actions:
- Click Reply by Instagram DM to send a private reply via Messenger.
- Click Hide to hide or un-hide the comment from other Instagram users.
- Type your reply in the message box and click Send to respond to the comment. Your reply will appear publicly, in the comment thread on Facebook.
Reply privately via Instagram DM
Sometimes, you might need to share an order number, an address, or other details that don't belong in a public comment thread. You can reply to eligible Instagram activity via DM within 7 days of the comment being created, and leave a paper trail in the original ticket of where the conversation continued.
- From an Instagram ticket, hover over the message you want to respond to privately.
- Click the Reply by Instagram DM icon. This icon will be unavailable if the comment isn't eligible for a reply via DM.
- Type your response in the pop-up.
- Click Send.
After the private reply is sent, an event appears in the original ticket with a link to the ticket where the DM conversation takes place. Gorgias will create a new ticket if no recent DM conversation exists or if the last message was more than three days ago; if a recent DM conversation does exist, Gorgias will add the reply to that existing ticket. Either way, the ticket is closed to keep it out of your views, and it will reopen once the customer replies.
Understand the types of Instagram tickets
Instagram tickets show an Instagram section in the customer details of the ticket sidebar so your agent knows who they're talking to before they reply.
The customer's handle appears in the sidebar as a link to their Instagram profile. For customers who have sent you an Instagram DM, Gorgias also shows their followers count, profile name, whether they follow you, whether they're followed by you, and when their profile data was last refreshed. Verified accounts show a blue check next to the handle. On a comment or mention ticket you'll see the customer's handle but not their follower count.
Instagram comments
When Instagram comments are enabled, Gorgias creates a ticket every time a customer comments on one of your comments on one of your Instagram posts, Reels or ads. You can reply publicly or privately via DM, or hide the comment from the ticket in Gorgias. Replies to the top-level comment thread will update the ticket.
Instagram mentions
When Instagram mentions are enabled in Gorgias, a ticket is created when a user or another page mentions your Instagram account in a post caption, comment, or reply. A mention ticket will be updated only with new replies when they contain your Instagram account's @ mention. There are three different ways that tickets can be created for a mention:
A mention in a post caption. Someone posts and tags your account in the caption. Your first reply creates a new comment on the post; after that, the conversation continues as thread replies to your comment.
A mention in a top-level comment. Someone tags you in a top-level comment on a post that isn't yours. Your response is sent as a thread reply on Instagram.
A mention in a reply. Someone tags you in a reply to a top-level comment on someone else's post. Gorgias creates a ticket with the post, the top-level comment, and the replies in that thread, then your response is sent in the same thread.
FAQ
Why didn't an ad comment create a ticket?
Check that ad comments are enabled for your integration, that the comment was posted after the feature was enabled, and that the comment is a top-level comment. Comments are fetched every 20 minutes, so wait at least 20 minutes before troubleshooting.
A comment was deleted on Instagram. Why does it still appear in the ticket?
Gorgias keeps the message so you retain the record of the conversation. If you try to reply to a ticket whose comment was deleted, the reply fails, because there's nothing left on Instagram to reply to.
If I reply to a comment on Instagram instead of in Gorgias, what happens?
Your reply still appears in the Gorgias ticket, attributed to Gorgias Bot (Meta doesn't tell Gorgias which teammate sent it). When you respond on Instagram and never send a reply from the Gorgias ticket, that ticket isn't counted as billable.
Why do I only sometimes see a follower count on Instagram tickets?
Gorgias can only fetch profile details — followers, profile name, follow relationship — through Instagram's messaging API, which means only for customers who have sent you a direct message. On comment, ad comment, and mention tickets, you'll see the handle link but no follower data.
