Active users (Apps)

Active user definition

For Conclude Apps, the definition of an active user varies depending on the selected App mode which can be adjusted in App settings by navigating to the app and clicking the pencil (edit) icon > General settings and then navigating to App mode. Here you can select Channel or Thread mode.

Channel mode

  • When the mode is set to Channel, each new ticket generates a dedicated channel for each ticket
  • An active user is someone who installs or modifies the Conclude app, is a member of a dedicated ticket channel where Conclude is invited, or participates in a Conclude ticket by writing comments or modifying attributes
  • Members of the primary channel where the app is installed are not considered active users unless they engage with these specific tickets

Thread mode

  • When the mode is set to Thread, each new ticket generates a dedicated ticket thread within the primary channel
  • An active user is defined as someone who installs or modifies the Conclude app, is a member of the primary channel where Conclude is installed, or participates in a Conclude ticket by writing comments or modifying attributes

Customer Support (Apps)

When using Conclude Apps for Customer Support (external ticketing on Slack),an active user is defined as a team member from your company (an internal team member), who participates in any channels connected to external people or teams, interacts with external people or teams, is assigned tickets, or collaborates with the ticket issuer or team to resolve it. External users are not counted as active users.

Active user count

  • Conclude calculates and displays the number of active users in the Admin settings of the web dashboard
  • Go to Settings > Admin > Account overview to view the total count. Admins can also see more detail about active users.
  • Go to Settings > Admin > Users and check the “Show only active users” box to filter the list

Connect. Collaborate. Conclude