# Active users (Apps)

> What counts as an active user in Conclude Apps, in Channel mode, in Thread mode and for customer support, and where admins see the count.

Canonical HTML page: https://conclude.io/doc/admin/organization/billing/active-users-apps/
Last updated: 2026-11-02

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## Active user definition

In [Conclude Apps](https://conclude.io/product/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](https://conclude.io/quickstart/support/). 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**](https://conclude.io/admin/account) to see the number of active and licensed users
* Go to [**Admin console > Users and access > Users**](https://conclude.io/admin/users), open the filter menu and choose **Active** under **Activity** to see a filtered list

See also [Active users (Connect)](https://conclude.io/doc/admin/organization/billing/active-users-connect/) and [Billing](https://conclude.io/doc/admin/organization/billing/).