Help report- ticket

Hi Vicky,

It sounds like you are missing a simple filter setting rather than a feature.

Here is the easiest way to fix your weekly reports and make things run smoother:

1. Change your "Date" filter
Most reports show tickets based on when they were started. If a ticket starts on Monday but finishes next week, it disappears from your current view.

The Fix: Change your report filter from Date Created to Date Closed.

This way, every ticket you finish this week shows up in your report, no matter how long the customer took to reply.

2. Use a "Nudge" Workflow
To stop tickets from sitting open for weeks, use a simple automated follow-up.

Create a separate workflow that sends a quick message like, "Are you still there?" if they haven't replied in 3 days.

This helps close tickets faster so they stay inside your weekly reporting window.

3. Keep Fin Concise
Sometimes Fin keeps a conversation "active" by asking too many polite questions.

Set to Concise: In your Basics settings, change Fin’s answer length to Concise.

No Follow-Ups: Add a rule in your Guidance that says: "Do not ask 'Was that helpful?' or other follow-up questions". This lets the ticket close immediately after the answer is given

Thanks you ​@Nico Magbiray , can you show me how to change my report filter from Date Created to Date Closed (i can’t find : Date closed)

Hey Vicky!

The reason you can't find 'Date Closed' right now is that the report is currently looking at when conversations were started. To fix this, we just need to change the 'Metric' you're using.

Please try these:

Edit your report: Click the Edit button at the top right of your report page.

Change the Metric: Click on the chart you want to change, and in the dropdown menu, search for and select 'Closed conversations'.

Once you select a 'Closed' metric, Intercom will automatically switch your date filter from 'Date Created' to 'Date Closed' because it's now tracking when things finished, not when they started.

If you just want a quick view of everything that was finished today or this week, try using the Effectiveness report template, it’s already set up to show you 'Date Closed' by default!"