Activity filters

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

  2. #2 Posted by Courtenay Support staff 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.

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

    Thanks for getting back to me.

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

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