Time stamps of Active chats/ My chats in Inbox

One of the customers has the below query:

The timings on tickets often seem arbitrary, e.g. customer support told me about a case today where our agent wrote to a user a month ago, the user still hasn’t responded to that message, but for some reason, the message recently jumped to the top of the chats list and at the time of our conversation said “5 hours ago”, but we don’t understand, 5 hours since what?

Could you explain to us in more detail what factors affect that number: “2 minutes ago”, “2 hours ago”, etc ?

1 Like