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Activity Types

Supportbench knowledgebase team

22-Nov-2021

Within Supportbench, activities are pieces of work an agent, customer, or the system has performed that is related to the case. Activity types are used to define what kind of activity it took place.

You can create new activity types as well so you are not restricted to the default ones. The defaults ones are listed below.

Name	Description
Incoming Email	Inbound email from a contact.
Outgoing Email	A new outgoing email from a case.
Outgoing Email Reply	An email reply from an existing email.
Outgoing Email Forward	An email forward from an existing activity.
Outgoing Email Auto-Reply	An email auto-reply from a trigger.
Phone Call	A phone call communication with a customer.
Merge	A stub used to define a description of a case merge performed.
Forum Post	A user post on a forum.
Contact Reply	A contact reply on a case from the community.
Internal Note	An internal note on the case.
Task	A task related to the case. This is a special activity type which allows you to complete and edit tasks until marked as complete.

Activity types have a few options available when creating and maintaining them.

Global
Whether the type is available to everyone regardless of category.
Category
Lock down the type to a specific case category.
SLA Met
If this type is created, the SLA clock is reset. This typically is for types in which there is some sort of customer communication.
Billable
If this option is set, any time used will be marked as billable time within the case and for the customer.
Icon
Change the icon to better separate the types out visually.
Order
Change the ordering of the types within drop down.

You can add and maintain your activity types from the administration menu.

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