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Activity filters

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Yuliana Petkova

15 Nov, 2018 04:31 PM

Hello,

I am interested in how the activity filters work. I read the section here:
https://help.tenderapp.com/kb/getting-organized/automatically-processing-stale-discussions-with-activity-filters
"The timeout represents the amount of time that has passed since the last customer-visible activity." What is the meaning of customer-visible activity?

I am interested in what happens in a scenario when a customer emails repeatedly to chase up. Does the timeout re-fresh itself each time we receive an email from them? Or is timeout the time since the last reply TO the customer.

Thanks,
Yuliana

1. 1 Posted by Yuliana on 28 Nov, 2018 01:52 PM

   

   Hi,

   I am still waiting for a response on the question about activity filters. We are considering upgrading our payment plan but cannot do so without a clear answer.

   What is the meaning of customer-visible activity?

   And is there a way to track the amount of time passed since WE last reply TO the customer?

   Thanks,
   Yuliana
   CFO, Music Glue

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2. Support Staff 2 Posted by Courtenay on 02 Dec, 2018 09:36 PM

   

   Yuliana, that's a good question. We had to dig into the code for that one - any comment will reset the 'last-updated' timestamp, so a customer repeatedly emailing will reset the clock. We don't currently have a way of tracking when you last replied to the customer.

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3. 3 Posted by yuliana on 02 Dec, 2018 10:02 PM

   

   Thanks for getting back to me.

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4. Courtenay closed this discussion on 02 Dec, 2018 11:06 PM.