Reporting

HiHow 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.

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?

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?

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

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 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.

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 reportAny tips would be great! 

 Issue DescriptionWe'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 w

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.

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-extensionIt 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. 

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!

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! 

Hello! I have questions regarding the Inbox Dashboard - Teammates data Following data inside the Dashboard, understand that data will be automatically refreshed every 60sThe 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

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.

Hey friends, can you please help me determine which timestamp to consider for different call directions, namely inbound and outbound, within the same conversation? I couldn't find which timestamp to use as call_initiated_at for each call direction.I’ve attached a sample dataset where one tab contains ready-made metrics provided by Intercom, and the second tab includes conversation parts extracted from the conversation_part API object.Also, which two timestamps should be used to calculate call_duration, call_queue_time, and call_answer_time?

Turns out a “Company” filter doesn’t work in any of the SLA reports. Leaving you with no way to see the team’s performance for any of your clients. Or any other company related info, such as attributes.I’m surprised a basic report is missing and was wondering if anyone has figured out a way to solve this.

Hi guys, One of the things we do is to measure the number of tickets/conversations we started.What’s the best way to create a report that shows that on a weekly/monthly basis? Thank you!Ro

We don't need a teammate (call them X) to have access to the Inbox, we just need him to belong to a team.Here are the replication steps1. Assign teammate X an Inbox seat license2. Add teammate X to the Sales team successfully3. However as soon as I remove the Inbox seat from teammate X, he disappears from the Sales team.

Hi. It's been 24 hours since I requested a CSV file exported data and I have not received any email response yet. Can anyone help please?

Hi there! I’m looking to tidy up the right hand sidebar “Conversation Attributes” - we only really need a couple of these but I’m not able to find where I can remove attributes from this?We don’t need things like External ID, Fin AI Agent, Workflows, Workspace, Copilot etc. We also have a lot of User Data categories we would like to remove from this view, are we able to do this? Thanks so much! 

Hi everyone! 👋I’m Joanna from Praso’s CX Ops team, and we’re looking for a way to track our team’s productivity more effectively. Ideally, we’d love to have access to a report or even raw database logs from the inbox dashboard that provide a snapshot of each agent’s activity per hour.This would help us calculate our team’s occupancy rate, showing key insights such as:✅ The number of agents active per hour✅ How many conversations each agent was handling✅ How many customers were waiting in the queueWith this data, we could better assess whether our team size is optimal and make informed adjustments to improve efficiency.Has anyone implemented something similar, or does anyone have insights on how to retrieve this kind of data? We’d love to hear your thoughts!Thanks in advance! 😊

Problem Statement:We are managing multiple email series and banners and would like to streamline the process of reviewing their performance. Currently, reviewing each email series individually via the "Series Performance" stats is time-consuming and lacks a consolidated view of overall performance. This makes it difficult to monitor and report on metrics effectively across multiple series, especially since we want to scale this to monitor across different tags (products, partner affiliates, etc). Supporting Information:The goal is to have a solution where specific email series/banners statistics can be aggregated into a report or at least extracted for further analysis. Ideally, this report would allow us to review performance by series status, content, or other relevant criteria, helping to monitor both individual and overall series performance. As far as I can tell, this functionality cannot be set up as a Custom Report within InterCom.The Ask:Would it be possible to create a data ex

Hi! Regarding metrics in custom reports, we’d like to have the SLA hit rate based on the percentage of conversations where the team met the SLA, as shown in the SLA report.Ensuring timely responses to our community is paramount. Measuring the SLA hit rate based on the percentage of SLAs applied to conversations that hit their target (current available metric) can be misleading. For example, if a ticket has four SLA targets, and we hit three out of four, the SLA hit rate would show 75%. However, if we breached the first response SLA, we failed to meet our promise of timely communication to the member, making the true SLA hit rate for that ticket 0%.From our perspective, breaching even one SLA in a conversation means we didn't fully deliver on our commitment.

Hello! I’m wanting to know if there is a way to be able to measure and analyze the unique emails or names or users that are being routed to one of the workspaces myself and my team use. Is there a way to see which users are reaching out to us most frequently and about what to better be able to address why the volume is higher for those users?

Hi, there’s an error when exporting tags in the new interface. When will it be fixed?https://www.loom.com/share/0074fbbe98c143dfb9eca4d4e38b5d56