Admins Should Have Full Access to All Reports in the Workspace

Hi,

Even if you are an admin with "Can manage teammates" and "Can manage reports" enabled, you still need a Full seat to edit or delete reports, as "Lite seats" are restricted to view-only access. The main workaround for managing reports you didn't create is to have the original owners set them to "Shared with everyone," because Intercom’s security model keeps reports private to the creator by default. Since you cannot update your own seat or permissions, another admin must ensure you have a Full seat and that all relevant custom reports are explicitly shared with the workspace.

What if the creator of the report is no longer part of the organization?

We have stumbled upon the same situation. There are some reports that admins have explore access to, but not full access. However, the report creator doesn’t work with us anymore and we can’t ask them to change permissions.

The admins in this case have Full Access in Intercom. 

Hi again, Irene!

When a report creator leaves the organization, their private reports can become "orphaned," making them difficult to manage even for admins with Full Access.

Here is the workaround to regain control:

• The "Duplicate" Fix: If you have Explore access, the easiest solution is to open the report and click "Duplicate". This creates a fresh version of the report where you are the owner, giving you full rights to edit, delete, or share it with the rest of the team.

• Seat Check: Ensure your admin profile is assigned a Full seat. Even with Full Access permissions, "Lite seats" are restricted from editing or deleting any charts, regardless of who created them.

• Teammate Deactivation: When a teammate is deactivated, their shared reports remain accessible to those they were shared with, but private reports stay hidden. If the report was never shared, it may require Intercom Support to manually reassign ownership to an active admin.

• Reporting Permissions: Verify that your specific permission set has "Can manage reports" toggled on. This is a distinct permission from "Can manage teammates" and is required to perform administrative actions on shared reporting data.

Hi Community, ​@Irene, ​@Oana-Laura and ​@Nico Magbiray 🤙

Adding my voice to this feature request — I run into this issue in the past when doing workspace audits, and it's indeed a frustrating gap.

That said, I want to flag something that might help with the "orphaned reports" problem ​@Irene mentioned.
Intercom actually does prompt you to reassign report ownership during the teammate removal process. From their help docs: "If this teammate is removed from a workspace, a new teammate needs to be assigned as owner of their reports during the teammate removal process."

So the duplication workaround Nico suggested shouldn't be necessary if offboarding is done correctly. The orphaned reports issue usually happens when:

• Someone clicks through the reassignment step too quickly
• The teammate was removed before this feature existed
• Or the process simply wasn't followed

This doesn't solve the original problem Oana-Laura raised though — admins still can't see reports that exist but weren't shared with them. That's the real governance gap.

Until Intercom addresses this, I recommend clients:

1. Default to "Shared with everyone" Make it policy that all reports are shared workspace-wide upon creation. Private reports should be the exception, not the default.

2. Treat offboarding seriously The reassignment prompt exists — use it deliberately. Assign to a team lead or create a dedicated "report admin" role rather than just clicking through.

Supporting this feature request fully. Admins should have visibility into all workspace assets, full stop.