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Configure activity types

Updated Monday, October 26, 2026 ·

Activity types help agents classify work such as phone calls and notes. Their visibility and SLA options provide a consistent starting point when a new activity is recorded.

Applies to: Supportbench Core. Location: Settings → Cases → Activity types. Access and available controls depend on your role and account capabilities.

Before you begin

  • You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
  • Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
  • Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

  1. Open Settings → Cases → Activity types.
  2. Find the item in the list and open it, or choose the page’s new-item action.
  3. Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.
  4. Save the item and resolve any validation message. Reopen it to confirm the saved values.
  5. Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted.

Settings reference

Details and availability

SettingWhat it controlsHow to choose
NameThe label people select. Required; up to 50 characters.Use a short, distinct label that describes its purpose.
DescriptionAdministrative explanation; up to 250 characters.Explain when to choose this option, including an example if useful.
Display orderAn integer from 0 to 25; lower numbers appear first and ties sort by name.Put commonly used choices first without changing their operational meaning.
ActiveControls availability in standard selection lists. Inactive items remain saved.Deactivate obsolete options when you need to retain their configuration and existing references.
DivisionsRestricts the option to selected divisions. Global scope is available only when your access allows it.Choose the intended divisions. Do not assume an empty selection is permitted for every administrator.
Display colorThe visual indicator used when displaying the option.Use a consistent palette and meaningful labels; color alone should not carry meaning.
Publicly visible by defaultSets the initial visibility of new activities using the type.Choose internal by default for operational notes. Verify the actual activity’s visibility before saving.
Reset SLA timerControls customer-response timer behavior for this activity type.Enable only if recording this activity should restart the relevant response timing.
IconChoose a built-in icon or upload/clear a custom icon. Custom images support JPG/JPEG/PNG/GIF up to 25,600 bytes.Choose an icon that remains understandable at small sizes.

Behavior to know

  • The default-public flag is an initial value, not a guarantee that every activity will be public.
  • New activity types start active and publicly visible by default, with SLA reset off. Review these defaults before use.
  • The available activity types depend on your account, active/visible settings and division access. Your list may include email, phone, note, task and system-generated activity types; it is not a fixed list for every account.
  • Billable is not configured on the activity type in Core. Review the time recorded on an activity separately when your process tracks billable work.

Recommended use

  • Use terminology that agents and customers already understand. Explain the intended meaning in the description.
  • Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.
  • Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion.

Worked example

  1. Create Phone Call and explain which calls belong in it.
  2. Choose a phone icon and the appropriate division scope.
  3. Choose whether a new call activity should initially be internal or public.
  4. Decide whether a logged call should reset response timing; leave it off if it should not.
  5. Save and inspect a test activity before sending or exposing any content to a customer.

Troubleshooting

ProblemWhat to check
The item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.
  • Cases → Configure case templates and chat shortcuts
  • Cases → Configure case forms with case policies
  • Configuration → Configure workflows and automation

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