Active users (Apps)

Active user definition

In Conclude Apps, what counts as an active user depends on the app’s mode. You set the mode in App settings. Open the app, click the pencil (edit) icon, then go to General > App mode. There you select Thread or Channel mode.

Channel mode

In Channel mode, each new ticket gets its own channel. An active user is someone who:

• installs or changes the Conclude app,
• is a member of a ticket channel that Conclude is invited to, or
• takes part in a Conclude ticket by writing comments or changing attributes

Members of the primary channel, where the app is installed, are not active users unless they engage with these specific tickets.

Thread mode

In Thread mode, each new ticket gets its own thread inside the primary channel. An active user is someone who:

• installs or changes the Conclude app,
• is a member of the primary channel where Conclude is installed, or
• takes part in a Conclude ticket by writing comments or changing attributes

Customer Support (Apps)

You can use Conclude Apps for Customer Support, which is external ticketing on Slack. There an active user is a team member from your own company who:

• takes part in any channel connected to external people or teams,
• interacts with external people or teams,
• is assigned tickets, or
• works with the ticket issuer or team to resolve a ticket

External users are not counted as active users.

Active user count

• Conclude counts active users and shows the number in the Admin console
• A user counts as active for 90 days after their last action in Conclude. Each user is counted once, even if they use several apps or workspaces
• Go to Admin console > Organization > Account  to see the number of active and licensed users
• Go to Admin console > Users and access > Users , open the filter menu and choose Active under Activity to see a filtered list

See also Active users (Connect) and Billing.