Reporting

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

In my research, I've found 2 ways to calculate this. Thanks! Example 1:CSAT (%) = (total responses given / total possible response scores) * 100Example 2:CSAT (%) = (# of very dissatisfied * 1) + (# of dissatisfied * 0.75) + (# of neutral * 0.5) + (# of satisfied * 0.75) + (# of very satisfied * 1) / (total responses)  

I do a lot of exports based on different segments that I have defined in Intercom. When the export arrives in my inbox, the segment name isn't included, and it often arrives long after I've forgotten why I wanted the export in the first place. If there were a way to name or tag the export it would help my workflow tremendously.

How can I view # of replies submitted to a conversation with a particular customer - to understand how many messages it takes before customer's problem is resolved?

I've set up events within my workspace but when I've gone to check on how they are doing - I've found that they are blank; why is it? Have customers not triggered them or? What does the recently used mean?

Is it possible to export recent page views as a report?

I am looking for 1st response time for a specific team, not all teams.

How can I see how many conversations have been started/closed/reopened by a teammate?

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.

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?

How can i setup a report, showing me  Inbound Chats by hour:09:00 - 10:00: 232 chats10:00 - 11:00: 124 chats11:00 - 12:00: 84 chats12:00 - 13:00: 972 chatsand so on...

More specifically, I wanted the percentage session where people had an issue and self served their fix vs the percentage of session where people requested human support. I am currently building in a dashboard for internal use in the company and wanted to pull the data of the flow chart / sankey diagram of the support report, however as there is no api endpoint for reporting I can't do this. I was wondering if there was any way to realize this?  Below you can find the data I want to attain via an API get call. https://www.intercom.com/help/en/articles/5652381-the-support-report I really hope someone can assist me with this. Thanks in advance!    

How does the whole response time works. Do i need to snooze them always? What if i receive an email 5 minutes after i left the office but answer immediately if i entere the office the next day. Does it counts all hours in between?Thanks

I need to do an analysis about my team's response time, but for that I need to extract the maximum response time information in each conversation (admin replies after a contact reply).

I need to create a dashboard that gathers certain charts from different reports in intercom and I'm wondering how I should do it and what's the best way to do it.I need to display the engagement summary of different custom bots + the number of tagged conversations for a specific tag + opening rate of certain emails + reply rate of certain emails + number of new inbound conversations VS number of replied conversations

How do you grant access to custom reports?

Do you have sample code on how to get the list of conversations for all users with the date range?

When exporting macros it will only show how many times a macro was used in the last 30 days. Is there a way to get more historical data beyond 30 days?

I am currently able to see the total responses to conversation ratings triggered but I am unable to see the total conversation rating sent for a particular period.  I would like to use this to determine the response rate to conversation ratings triggered when agents reply to emails. Can anyone assist me?

Greetings,I cannot see an option to access the conversations which cost us our SLA, when it comes to high First Response Times I just see the time stamp on the chart.Pinpointing the conversation seems like a very cumbersome task, is there any way we could have that in our reports? Best,Saman

Hello, I do not find the solution neither in report or API so I ask the question.I would like to extract (interrface, csv or api) the number of conversations per user & customer but also the number of messages par user / customer The idea is to be able to report and take decision according to those statistic. Thanks for any help on this. Sylvain

Hi, we noticed customers use *** intercom-mail.com to send direct messages to our team while they are OOO. It seems that this impact our FRT because those conversations are handled the following day. Do you have any workaround? We cannot use reassign mode

Hello everyone ! My email template has few buttons. They look great in Desktop browser and mobile browser. But the buttons look full width in mobile email app like Gmail android app.Why my mobile view style is not working in App?  Thanks