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Filter Reports by Segment

  • January 5, 2026
  • 2 replies
  • 150 views
Julie Edwards

I was surprised to learn from Intercom Support that we’re not able to filter our reporting by Segment. We have seperate SLA’s for Internal users vs. Customers which we have broken into separate segments but no way to report on things like Time to First Response or CSAT separately. Would really appreciate this enhancement if it can be made.

2 replies

J
  • Jules
  • New Participant
  • June 12, 2026

I need this too! We have segments based on our Salesforce company information - I would love to look at conversation data for customers who are currently trialling, for example. 

J
  • Jules
  • New Participant
  • June 12, 2026

That’s not a sustainable solution for me, unfortunately. I want to segment my users based on their Salesforce customer status (current, former, implementing, at risk, etc) and that status is fairly fluid. I want to get snapshots of where they are right now and what they are up to.

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