Zoho Desk Ticket Creation Optimization

I want to adjust the settings in Zoho Desk to prevent tickets from being created when someone simply follows our LINE account. Currently, tickets are generated when customers email us, which is the intended behavior. We also want tickets to be created when customers send us a message via LINE, but not when they only follow our account. Can you check the Zoho Desk settings to ensure that tickets are created only when a customer sends a message and not when they just follow our LINE account?

LINE is Japanese communication APP, intergted with Instant Message in Zoho Desk