Reporting

Japanese characters are fixed one by one when entering text on the keyboard.I don't think it is the browser's fault, as it occurs in various computer environments. 

Hello everyone!It is posible to create an report with subjects that appear most in chat with customers? I believe that in Reports - Conversation Topics I can create it, but there's no option yet to create this reports in Spanish or Portuguese.Hope you guys can help me!

We have a dedicated team that is handling conversations escalated to them by T1 agent. This means these conversations have already received the first response. I'd love to be able to set up a rule like this -> If a conversation is assigned to X inbox then Apply SLA. Ideally, I would like to skip the " When" when setting up this rule but not sure it's possible. The reason why is that those conversations are not considered " new conversations''. Do you have any recommendations on how I can achieve this? Thank you

How do you filter web sessions to sessions that occurred in a specific timeframe? Right now it seems that web sessions are all time, but we are interested in pulling a report of users’ number of sessions in the last 30 days. Thanks!

The test workspace is different from production and I want it to match up

we have a custom action that creates customer leads in Dynamics 365. I am trying to understand how long it takes from the moment a customer triggers the custom action to a successful response from the API endpoint we have created.  I also understand that there is some kind of hardcoded timeout for custom actions in Intercom - I need to know the following three things -  1) how do I access logs/reports in the intercom platform for specific custom actions? 2) how long is the hardcoded timeout limit for a custom action in Intercom? 3) where does intercom store metrics on timeout errors or other issues with custom actions? there is nothing in the help articles I can find about this.  I find that these questions to intercom take a few days to a week to get answers to, so asking here and via the intercom help chat in case anyone else has figured this out already.

So, I've been on a bit of a journey over the past couple of months, trying to understand why some weird and whacky results were coming out of our different teams, specifically around Response Times and First Response Times.  TL; DR: We need to find a way to parse out the times for each regional team that accounts for their responsiveness within their assigned, core hours. Any ideas?  ---------------------------------------------------------------For those interested, the background is below: Our default Office Hours were set up to cover these times (in AEST):Monday 08:30-23:59Tuesday-Friday 00:00-23:59Saturday 00:00-11:00  In addition, each regional team (APAC, AMER, EMEA) also had local hours that covered roughly 09:00-17:00 Mon-Fri. However, when we took a deep dive into the data, we were seeing big outliers where the FRT and RT would be way off. Luckily a few of these were unique enough that we could filter and see that essentially, unless the contact came in outside of the defa

What is the difference between using the teammate filter and the teammate currently assigned to, filter when creating a report?

How are you able to run a report of conversation volume x Source URL? We are trying to understand what channels / pages our conversations come in from the most but cant seem to run a report as Source URL is not available. Any ideas?

I'm not seeing an option to re-use a field in a custom report. i.e. if I use the 'conversation' tag field in a custom report, I cannot use that field again in the report. my use case is if I want to find ticket containing multiple tags, I cant do it. anyone else run into this? having the capability to use 'and' and 'or' operators is something basic that any reporting system should have, I think - unless I'm missing something totally!

How can we get a report to show resource volumes of staff as trying to measure productivity

We have some troubles with quick links, they dont work

Is there a report I can run that shows me all conversations within a specific date range and the user who started the conversation? I want to report on the number of support conversations we've had over a 3-month period and the user involved.

In the old intercom version we used to have the hotkey (⌘+k) to add links to custom text. In the new Intercom version this is used for general shortcuts. Is there a new hotkey for linking in the new Intercom? 

Can we create a report for companies that will churn? For example, if they have 10 active users and none of them are logging in, can I see that? Is it possible to create a report that shows companies that have users who have not viewed certain pages?

When I go in and try to pull reports by tags it is not returning any tickets even though these tickets have user tags added in when I close the ticket. Any idea what I am doing wrong here?Thank you,Dave

I would like to connect the Search Term in Google Ads to the users. I know we can use the UTM tagging. But we use auto-tagging. So can we use a combination of the GCLID and UTM, or is there another solution?    

I realize this is highly contextual and depends on a host of factors, but I'm wondering if there are some rough benchmarks against which I might compare our Help Center's SSRR. Is there an industry standard, e.g., or a number that Intercom uses internally to give customers a target to aim for? At Lessonly by Seismic, we've achieved a SSRR of roughly 87% YTD, which seems very good to me! But again, I have no basis for comparison.

I saw import history but I don't see any columns that provide uploader name. Do we have way to know? https://www.intercom.com/help/en/articles/177-import-your-user-data-into-intercom#:~:text=Events%20API.-See%20your%20Data%20Import%20History,-You%20can%20see

Hello all,  I am wondering if Intercom allows us to have insights regarding deliverability (not sends)? And if this can be seen per domain? I am interested to see the IP health, and also the deliverability of the series that we have in place.  Any insights are much appreciated. Thank you! Regards 

Today we start receiving reports of crashes when intercom is opened, it seems to be something to do with a API response: Stacktrace received:java.lang.ClassCastException: java.lang.Class cannot be cast to java.lang.reflect.ParameterizedType at retrofit2.HttpServiceMethod.parseAnnotations(HttpServiceMethod.java:46) at retrofit2.ServiceMethod.parseAnnotations(ServiceMethod.java:39) at retrofit2.Retrofit.loadServiceMethod(Retrofit.java:202) at retrofit2.Retrofit$1.invoke(Retrofit.java:160) at java.lang.reflect.Proxy.invoke(Proxy.java:1006) at $Proxy2.getHomeCardsSuspend() at io.intercom.android.sdk.api.MessengerApi$DefaultImpls.getHomeCardsSuspend$default(MessengerApi.kt:181) at io.intercom.android.sdk.homescreen.HomeViewModel$onUiCreated$1.invokeSuspend(HomeViewModel.kt:60) at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:33) at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.k

My average first response time is higher then my close time. Is there a way to show data for tickets closed with a reply and not just closed?

What criteria would achieve this?

Hi Intercom Team, our customers can operate with a chat bot before they ask us their first question. For the first response time however intercom is counting the time from the point in time the user first opens the chat. We would like to adjust it to the time the user asks the first question - so the first time the user is not interacting with the bot anymore. is that possible? 😊 And if yes how can we adjuts this in our steering board. Thank you for your help in advance! Kind regards

I've submitted a chat request but it's been over 36 hours with no response on this, so posting it here. We have tried various ways to pass our data into Intercom, firstly via the API (that we found in small print custom objects aren't supported via the public API). Our second attempt was creating a new GET endpoint on our end, use the custom actions, map the intercom data and our data successfully, then set it to live. This doesn't seem to do anything. Everything I've read seems to suggest use of custom actions in bots - but I would have expected to be able to see this data we're passing in somewhere in Intercom - via filters, reports etc. We wanted to use it to provide our CX team with better data to contact our customers (e.g. contact all users that had [custom object] start dates in the next month, who spent at least £***).  We're making a third attempt by using our endpoint, to populate the JavaScript API with this custom object data. Are we barking