We are currently reviewing and updating Custom Ticket and Conversation attributes; however, have hit a roadblock when trying to archive unused attributes with inaccurate / outdated data as multiple custom attributes are linked to private reports that individual users have created over time.
Unnecessary gatekeeping has resulted in me having to chase over a dozen individuals to either update or provide me with access to their private reports before I can archive these attributes.
This poses a great risk as during the time it takes to reach out and wait for colleagues across a global org to assist, we have old, outdated data live in reports, and my hands are completely tied as I cannot access or update these reports myself.
Feedback from the Intercom Support Team: “… to make changes to that attribute, your teammates who own the Custom Reports will need to either update the attribute used in their reports or give you permission to access their reports. Once all related reports are updated, you’ll be able to delete the attribute. At the moment, this is the only way to gain access to those Custom Reports.”
Surely as the System Admin / Product Owner for Intercom within our organisation, I would expect to be able to access all aspects of our environment to ensure data health and accuracy at all times.
System Admin Permissions and Report Privacy Settings
Best answer by Sean Meade Forum Support Lead
Hi
Thanks for raising this, I can see why that feels frustrating, especially when you're responsible for keeping data clean and accurate across the workspace.
At the moment, custom reports can only be managed by teammates who have full access to them, and custom data attributes can be archived rather than permanently deleted. In practice, that means if an attribute is still being used in a private report, the report owner would need to update that report or share access before the attribute can be archived.
I appreciate your point that workspace admins or product owners may expect broader visibility here, particularly when outdated attributes can continue to affect reporting hygiene while access is being coordinated. The best place to raise and track requests like this is our Community Product Wishlist. I'd recommend searching there first to see if a similar idea already exists, and if it does you can upvote it or add your comments. If not, you can create a new request here: Product Wishlist.
- Intercom Team
- Answer
Hi
Thanks for raising this, I can see why that feels frustrating, especially when you're responsible for keeping data clean and accurate across the workspace.
At the moment, custom reports can only be managed by teammates who have full access to them, and custom data attributes can be archived rather than permanently deleted. In practice, that means if an attribute is still being used in a private report, the report owner would need to update that report or share access before the attribute can be archived.
I appreciate your point that workspace admins or product owners may expect broader visibility here, particularly when outdated attributes can continue to affect reporting hygiene while access is being coordinated. The best place to raise and track requests like this is our Community Product Wishlist. I'd recommend searching there first to see if a similar idea already exists, and if it does you can upvote it or add your comments. If not, you can create a new request here: Product Wishlist.
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