Extension of Inactivity Threshold for Shared Inbox Resolution
Objective:
Enhance the RingCentral Shared Inbox configuration by allowing users to customize the number of days of inactivity before a thread is automatically marked as "Resolved."
Background:
The current system architecture triggers an automatic "Resolved" status on threads after 3 days of inactivity.
Justification:
Increasing the flexibility of this setting will accommodate workflows that require a longer follow-up window. Providing an extended timeframe will allow both clients and internal users sufficient time to address pending items, thereby reducing the risk of premature case closure and improving overall correspondence management.
Love Lyn
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Avi
commented
Just to add to this, some of us utilize the shared texting feature as a way to communicate with customers on a regular basis. We don’t want this to be treated as service tickets that need to be resolved and put away, but rather continued conversations with the company, utilizing the companies main numbers as opposed to giving out our individual DID’s and preventing the rest of the company from seeing those customer communications.