What happens when you change the 'move waiting for customer to done' timer?
Plain immediately reschedules every thread in Waiting for customer to close at the time it entered that status plus the new duration. Threads do not all close at once after the change.
How the timer works
The Move waiting for customer threads to done after X days setting closes threads that have been in Waiting for customer for longer than the configured number of days. The timer is per thread and starts when the thread enters the status. If a thread enters Waiting for customer on Monday and the setting is 3 days, Plain moves it to Done on Thursday.
For example, when you change the duration from 7 days to 3:
- A thread that has been waiting for 2 days closes in 1 more day.
- A thread that has been waiting for 4 days closes shortly after the change, because its window has already passed.
Why threads may still look stuck
Threads still in Waiting for customer after the change most likely have not reached their threshold yet. If a thread is clearly past its threshold and has not closed, contact Plain support with the thread IDs.
Threads that are not affected
Threads snoozed for a fixed duration, such as "snooze for 3 days", are not affected. They use a separate timer set when you snooze them.