Problem
Ticket reporting does not support filtering or breaking down data by the ticket submitter (the teammate or team who created the ticket). While reports allow filtering and grouping by the assigned teammate or team, there is no way to report on where a ticket originated.
Feature Request
Add Ticket Submitter (Teammate and Team) attributes filter to Intercom's ticket reporting module.
This would enable "origin-to-destination" reporting to track who creates back-office or internal escalation tickets, rather than only tracking who ultimately resolves them.
Why It Is Needed
-
Cross-Departmental Visibility & Operational Efficiency: Without a submitter attribute, managers cannot identify which internal teams generate the highest volume of back-office requests or track how issues move across teams. Having this data allows operations to optimize ticket routing, address root causes, and target staff training where demand originates.
-
Agent Productivity & QA Audits: Tier 1 agents who triage incoming issues and create secondary tickets for Tier 2 teams currently get no visibility or credit in reporting once the ticket is reassigned. Reporting on submitters ensures full accountability for created tickets, enables quality audits on submitted tickets, and accurately measures internal support demand.
-
Complete Workflow Analytics: Assignee-based metrics only tell half the story—they track who completed the work, but mask the origin of internal demand. Submitter reporting bridges this gap to provide full end-to-end visibility into internal support workflows.