It looks like the reporting is going to be changed soon. The report for tag totals by month is somewhat limited, and it seems this is no longer going to be available beyond just listing 10 top tags used along with their total number.
With the new layout, how can one download the conversation tags and total number used for the entire month, not just the top ten the new report shows?
What I am finding is you’d have to download the conversations, sort by conversation tags, and then manually count those tags using this new layout. Is that true?? That just feels like this is making more work to produce what was already easy to pull on legacy reporting.
Perhaps it’s my error and I am just not seeing this as being available in the new format, it’s entirely possible the report is available, but I am just not finding it on my end.
Thank you so much for any assistance you might have and guidance.
Best answer by Emilygav
Hey there @Kelley Pembroke! Emily here from support engineering 👋🏼
To download the conversation tags and the total number used for the entire month, not just the top ten, you will need to use the actions dropdown on the chart and choose 'export aggregated data'. This is a change from the previous version where you might have used an export button directly in the conversation tags table.
Now, the search box and the "add filters" button in the table are no longer available; instead, you must use the report level tag filters to refine your data before exporting. Please note that the tagged conversations counter and line chart have been split into two individual charts, and you can no longer click on the number of tagged conversations to be brought to the ‘see conversations’ side drawer. These changes are part of the Reports 2.0 update in Intercom.
For a detailed understanding of the topics causing the most customer traffic, you can filter the report by user tag, conversation tag, teammate/team participated, and the channel the conversation started by. This will allow you to analyze multiple tags together or focus on specific filters.
You can learn how to create a conversation tags report here.
Hey there @Kelley Pembroke! Emily here from support engineering 👋🏼
To download the conversation tags and the total number used for the entire month, not just the top ten, you will need to use the actions dropdown on the chart and choose 'export aggregated data'. This is a change from the previous version where you might have used an export button directly in the conversation tags table.
Now, the search box and the "add filters" button in the table are no longer available; instead, you must use the report level tag filters to refine your data before exporting. Please note that the tagged conversations counter and line chart have been split into two individual charts, and you can no longer click on the number of tagged conversations to be brought to the ‘see conversations’ side drawer. These changes are part of the Reports 2.0 update in Intercom.
For a detailed understanding of the topics causing the most customer traffic, you can filter the report by user tag, conversation tag, teammate/team participated, and the channel the conversation started by. This will allow you to analyze multiple tags together or focus on specific filters.
You can learn how to create a conversation tags report here.
@Emilygav Due to this update and the new rules, do I understand correctly that I can no longer export all tags as a list but only the most popular ones? Does this mean I now have to look for a new service instead of Intercom?
I don’t understand the response given here by the Intercom team representative—or rather, I don’t want to believe they’ve disabled this feature. Please clarify and take action with your support team. I provide all the data and information, but the support manager keeps asking questions I’ve already answered, and then I have to wait a full day for another response that doesn’t solve the problem but just keeps the chat open to avoid receiving a negative rating from me.
It’s been 3 days, and I still can’t get an answer anywhere: WHAT SHOULD I DO AND WHERE CAN I FIND THE TAG REPORT FOR CONVERSATIONS LIKE IN THE OLD INTERFACE???
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