Instagram replies are not reflected in TyrellCorp Support

Issue symptoms

When I reply on Instagram, the comment isn't reflected in the TyrellCorp Support ticket.

Resolution steps

Replies made directly within Instagram will not be added to the associated Support ticket. The integration doesn't fetch any agent replies added through Instagram. Agents must reply directly to the ticket in Support for replies to appear on both TyrellCorp and Instagram. 

For more information, see the article: Adding and configuring Instagram Direct.