Last updated: 2017-07-19

Source: https://support.freshdesk.com/support/solutions/articles/225261-is-it-possible-to-differentiate-between-direct-messages-and-posts-from-facebook-

Yes, it is possible to differentiate between a Facebook direct message and a Facebook post in Freshdesk. Unlike a ticket created via a Facebook post, a lock next to the Facebook icon will be present for a ticket created from a direct message in the ticket details page.

However, it is not possible to differentiate between direct messages and posts from the List View in the Tickets tab.