Currently, when our team starts a thread on a record, any comment in the note is not recorded as an activity or a modification to the record.
Therefore we will show a record (Ticket, Deal, etc…) as inactive. Even though there are people collaborating in it currently.
For example. We set up lists and notificaiton if a Ticket has no recorded Activity/Modification after 48 hours. But because of this issue, our report is filled with tickets which are active in threading (comments on notes). And is completely useless.
We currently have no way of understanding which tickets have been untouched by any amount of time.
Same goes for Deals in our pipeline.