Last updated: 2017-07-19

Source: https://support.freshdesk.com/support/solutions/articles/225263-why-are-my-company-s-posts-not-being-converted-to-tickets-even-though-i-ve-selected-that-option-

Company posts would only be converted to tickets only when an end user/customer adds a comment to the post on Facebook. The post in itself will not be immediately converted.

When the post is eventually converted after a user comment, the original post is also brought-in along with the ticket inside Freshdesk.