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This article talks about the sources of the escalation: https://www.intercom.com/help/en/articles/205-how-customers-contact-you/p>

 

I'd like to see a break-down by source for my support tickets.

Hey @rachel w13​ ! Oséas here from the Customer Support Specialist team 🕵️

 

You should be able to see the source of the message by hoovering the mouse on the chat/email icon appearing just under the user's message 👇Markup on 2022-10-07 at 16:08:46Markup on 2022-10-07 at 16:06:33If you want to see a more detailed breakdown of the source for multiple conversations, you can use the attribute "Channel" to filter conversations in your reports.

 

Hope that helps 🙏

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