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Report on tickets in progress

  • August 22, 2023
  • 3 replies
  • 220 views
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Hi

How 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.

Best answer by Larissa Alberti

Hey @david meakin 👋

Larissa here from Intercom Support.

I can see that you have also reached our to our Support team and this question has been already addressed.

If you need anything else, feel free to send us a new question.

Have a lovely day!

    3 replies

    Larissa Alberti
    Intercom Team
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    • Larissa AlbertiIntercom Team
    • Intercom Team
    • 102 replies
    • Answer
    • August 23, 2023

    Hey @david meakin 👋

    Larissa here from Intercom Support.

    I can see that you have also reached our to our Support team and this question has been already addressed.

    If you need anything else, feel free to send us a new question.

    Have a lovely day!

    Customer Support Specialist
    D
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    • david meakin
    • Author
    • Active User
    • 21 replies
    • August 24, 2023

    Sorry but I need to find a way of doing this so was hoping someone could suggest an alternative. Hence why I asked this in community as I imagine we aren't the only people to have come across this.

    Trevor
    Innovator ✨
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    • Trevor
    • Innovator ✨
    • 38 replies
    • June 2, 2025

    ​@david meakin I was about to make a product wishlist item on this. It doesn’t seem like there’s a way to see “Amount of tickets” in a certain state. The only ticket state information we can use in reports is the “# of new tickets” and “# of resolved tickets.” I’d also love the ability to have a report on all of my current active tickets, and numbers on my currently active tickets. It’d help when a particular dev team has a backup, and I could show that in my reporting how it’s impacting customers in Intercom. Maybe an admin could help move this into a product wishlist with an upvote counter and I’ll definitely add my upvote. 

    Trevor Kimball | Support Team Manager


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