Reporting

Hi Team, Where can I change the timestamp for the Dataset export to any other than the default one? I can simply switch that in other views, but not for Dataset export where I would need to do so. Thank you for any hint. Martin

Invalidating/changing 1-5 star reviews?

Hi there, My team were wondering if it was possible to change customer ratings if this was deemed invalid from a supervisor POV?

Exporting conversation messages?

Hi! We need to export, or be able to report on, conversation messages (the actual message text). We’ve read the documentation regarding API or Amazon S3 but we’re wondering – is there any 3rd party app that you’d recommend using? Maybe someone that is already using a 3rd party app for it can give us some advice. Thanks in advance!

[Help center Collection] Android alway show France language.

Android devices always shows France language at the title of Help Center Collection although I have changed to English by updateUser, all content change to English correctly.

Is there a workaround to be able to export Reports?

Does anyone have a solid work around to export reports, including all the charts, as they appear in Intercom? I'd like to share these with internal stakeholders who don't have access to Intercom. Currently, only function is to download the underline data or screenshot the report 😅 - where is I really just want to send the report to stakeholders.

How are you aggregating total handling time across tickets?

It appears that the only opportunities for aggregation are Average, Median, Minimum, and Maximum but I want a Sum of all the time spent handling tickets for the last three months. How can I aggregate by Sum instead? How can I either remove the aggregation options so I can see a total sum, or get a full list of all the conversations and all of their handling time so I can sum it myself? Thanks!

Multiple conversation_updated_at for same tag_id and conversation_id in conversation_tag_history table

Hello, When I query the conversation_tag_history table, I noticed there can be multiple conversation_updated_at values for the same tag_id and conversation_id.Usually the MIN(conversation_updated_at) value is accurate, but I wonder how this can be the case?It happens frequently so I don’t think it’s because someone is removing a tag and adding it again, but I can be mistaken. Thanks in advance!

Calculating Time In Unassigned for ALL Conversations

Hello All, As I continue scaling tiered support, I’m working to improve how we monitor both real-time and historical trends. Specifically, I’m trying to track: Time from conversation start to first assignment (Time in Unassigned) Time from first assignment to reassignment (Time in Tier 1) Time from reassignment to first close (Time in Tier 2) I also want to make sure we’re capturing the entire lifespan of the ticket, including both open and snoozed time. Right now, inbox views are the only way to surface aging tickets—but they aren’t designed for this kind of analysis. They don’t function like reports, and they don’t allow us to layer in the conversation attributes we’ve added, such as product area or difficulty level. That makes it tough to proactively support aging tickets, coach the team in real time, or dig into specific themes during 1:1s—especially when trying to identify which product areas need more targeted coaching. I’d love any ideas on how we can bring better visibility to

Activating S3 Scheduled Downloads & Call Metric Formulas

How do I activate scheduled downloads to S3 for the following phone call metrics? Or can someone provide the formula to calculate call duration, call queue time, call talk time, and call answer time using the Fields gather from the conversation part API?

[Android] Past Messages shown with new Message Intercom Chat Notification

Hi Intercom Developers, I would like to report an issue of the Intercom notification on Android platform. The issue here is when the user receives the notification, it’s showing not only the new message but also the other past messages. Our app expect it to only show the new message. Could you guys please help take a look at this issue? Thank you so much. Here is our implementation, we’re using react native 0.76.5 and @intercom/intercom-react-native: ^8.1.0 Please let me know if I can help you guys provide any further information

How do people proactively analyse conversations and identify trends?

Hello! This quarter we’re working on moving to a more proactive support approach, an element of this is building out our helpcentre/FAQs and utilising the AI bot. However I recognise the importance of studying our support queries to really understand what people are asking, learn what’s missing from the help centre etc. But how do people tend to do this? Does intercom have any functionality which reports on questions people are asking which the bot can’t answer? Or do people download conversation data and manually read through conversations? I’m uncertain atm the best approach within intercom.

Report on tickets in progress

Hi How do I create a report on the tickets in progress there are metrics for new tickets and time to resolve etc but no basic report for in progress tickets. I need this in order to break this down into more useful stats. The data export cant offer what I need either due to conversation data not being stored within a ticket. Which is what I need to create a useful report. Thanks for any help.

Where can I find a Login/Logout Report?

Hi everyone, I’m a WFM employee assigned to a new client who’s using Intercom, and it’s my first time to use it. I am looking into building a payroll report, currently they pay the employees just based on how long they are logged in which I can easily find the report in intercom (Adherence Report), however, they wanted to change it and reference it with their schedules. The only way to do it is to use the Login/Logout report of each employee which shows what exact time an employee logged in/out. I can’t seem to find the report in intercom. Is there anyone here who happen to find that report and if you can share where in intercom can I get it?

Unresponsive Customer Reporting for conversations

I need to measure the duration it takes for specific contacts to reply after one of our teammates sends them a message. Intercom's standard reports focus on our team's response time, but we need the reverse perspective – the customer's reply time to our messages. This is crucial for identifying unresponsive contacts who may need their details updated. Is there a built-in report, feature, or a recommended method within Intercom to easily achieve this specific type of response time tracking and potentially flag contacts based on their responsiveness?

Advice on migrating intercom account from an old app to a new app?

Hi there, Here’s the situation, we’ve rebuild an old application and are almost ready to a launch. We used Intercom on the old application to trigger emails and in-app messages to users, as well has handle support. What is the best way to migrate our Intercom install to the new app? Should we start a new app entirely and export our old data? Or can we just install the Intercom code in the new app, connect it to segment, and build off what we already had? Cheers

Chart Drill in Conversations not loading

Over the past few months I have been using a custom report to review conversations containing certain keywords using the chart drill-in feature. Usually the full conversation is shown within the reporting tab as that is easier to click through the conversations quickly. However, the past week or so I have had issues with the conversations not being shown and need to use the ‘View in inbox’ button in order to review the conversation. It is usually less than 1,000/month that get pulled into the report. When I try to refresh the report it populates the first few conversations but then goes back to just showing a blank page (shown below). Is there any way to resolve this so that all conversations are able to be viewed using the drill in feature?

Getting 403 Error

Getting 403 error again and again whenever i am suppose to login in a old account of mine in intercom and if i create a new account then also this 403 error is occured. And my second problem is that i can’t make a new content in https://app.intercom.com/a/apps/we8zvuag/knowledge-hub/all-content whenever i clicke on NEW CONTENT “That data could not be loaded. Please contact customer support.” this is appear and if i contact to your customer support there is no reply back its my urgent work please look up on this.

Usefulness of conversation topics report

Is anyone finding the Conversation Topics report useful, or using it successfully for their reporting? I am finding that the report is lacking in some ways: There are many suggested topics which are not good, and they cannot be deleted The bubbles on the chart require that you have to mouse over some topics to see them, making it hard to screenshot for a report Any tips would be great!

Conflict Between Crashlytics and Intercom Signal Handlers in iOS

Issue Description We're experiencing signal handler conflicts between Firebase Crashlytics and Intercom SDK in our app. During app initialization, we see multiple warnings in the console: [Crashlytics] The signal SIGABRT has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGBUS has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGFPE has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGILL has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGSEGV has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGSYS has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This

Reply Conversation Parts

My team is attempting to calculate conversation metrics in Power BI, using the data piped into our data lake. We’re attempting to count the number of replies across all conversations over a particular time period. I know the part_author is “Admin,” but what conversation_part values constitute a reply? We want to match the metrics provided via the in-app reporting tool.

Where to report accessibility issues?

We are using this browser extension to test for accessibility issues on our website. https://client.levelaccess.com/hc/en-us/articles/18183852987671-Install-the-Level-Access-browser-extension It reports several issues with intercom. Where is the right place to report accessibility issues? We can’t find where to file a ticket and chat support has not been helpful.

Best practise for tracking tickets relating to a feature launch?

Hello! We’re about to launch a new feature at my company and I want to track how much support this generates. As such, I need a way to essentially “tag” conversations and tickets relating to the new feature so I can then identify these and build a report on them. I’m a bit confused as to whether I would use tags (as you can only assign a tag to an individual message not a whole conversation), topics or attributes? I don’t want to use a tracker ticket as I don’t need them grouping together from a support perspective. Does anyone have any recommendations? Thanks!

How to easily tag & remove conversations that were never progressed to be handled?

Hi all, I have been working on our Fin Involvement and as such the answer rate also. In looking at these I can see that there are a section of our conversations that have no Fin involvement but no set way to remove them from the reporting to get more accurate figures. They are conversations that have come through the chat flow and have started but the customers leave before it can progress, I have been referring to them as abandoned but not as the Fin reporting is so now call them unanswered. I am looking for an easy way to identify and tag to remove from reporting. Does anyone else have experience with this and can share how you worked around this? Thanks in advance!

How-to extract data of Inbox: Dashboard Teammates?

Hello! I have questions regarding the Inbox Dashboard - Teammates data Following data inside the Dashboard, understand that data will be automatically refreshed every 60s The workload data also will be auto refreshed every 60s too? Since they will auto refreshes every 60s, would like to know is there anyway we can see/extract the data especially for “Workload” on monthly basis please? As checked, there are no selections to create a report for Workload. Or are there any metrics in report that can imply the same? We try to see the numbers so we can know exactly about workload and performance of each agents. If there are any others ways to set report and which metrics that works, your further suggestions would be also helpful for our team🙏 Thank you very much! Ploy

What's the best way to determine which customers write us the most frequently?

I can manually extract this data from an exported conversation volume report, but is there a way to do this directly within Reports in intercom? If not, consider this a feature request.