If you've implemented the new tag report interface, please fix the error. Because of this, instead of preparing for Christmas, I now have to recreate the same report as in the old interface 

​@Anna S12 So sorry you are facing this issue leading up tot he end of the year!  Hope you were able to get it sorted in the meantime with something that worked and could enjoy the holidays.  Your video should help the team be aware of the issue and let’s hope it’s fixed for the next report time!
 

​@Nathan Sudds  Unfortunately, the issue hasn’t been resolved yet, and it feels like quite a “gift.” I understand that your support team has gone on Christmas holidays. I’ve shared the video with support and will, of course, duplicate it here as well https://www.loom.com/share/fa881ffff3044559976f3ee307d83040

Hi ​@Anna S12  This is Jacques here from Support Engineering with Intercom. 

I see that you have reached out to our Support Team regarding this issue. I can confirm that an internal ticket has been submitted regarding this. We have a bit of backlog at the moment due to relying on our skeleton crew during the Holiday period so response times are varying across our teams. With most of the team due to come back in the New Year, your issue should be looked at very soon!

If you have any questions or doubts about this, feel free to follow up with me here! :)

​@Jacques Reynolds  I hope this issue gets resolved. I really don’t want to sit and count conversation tags manually again 

​@Anna S12 I completely understand! I know it’s annoying when things don’t work as expected, so I’ll pass your feedback onto the team internally to make sure this gets looked at ASAP.

Have a very Happy New Year! 🥳

​@Nathan Sudds ​@Jacques Reynolds   

Thank you for your support and for assigning me a wonderful manager in the support team. She’s doing her best to help me—5 out of 5 stars for her effort!

However, I want to share an update here. It’s been 20 days since your product team decided, “Let’s break all the users’ workflows and give them some extra stress,” and launched the new interface. I’ve gone through all the stages—from anger to acceptance—and now I have a question:

When the product changes its interface, does it also mean all the functions are changed? Because if that’s the case, and your product team really decided to change the functionality too, I—who used to recommend Intercom to everyone—will leave as fast as I can. The features I needed have either been broken or completely disabled. I’ve never seen anything like this in the past 7 years.

Let me give you an example:
Previously, exporting tags from conversations and transferring them into our internal database took me 40 minutes. Now, using your “workarounds” (go here, go there, export to Excel, split tags into columns manually, and then count them one by one) takes me 3 hours and 33 minutes (yes, I timed it).

• First problem: Your product team is stealing my time as a worker.
• Second problem: The new interface shows incorrect data, and I don’t trust it anymore. I’ve attached screenshots—find the differences (hint: the number of chats with different ratings).

Yes, this second issue is about another section, not the tag export. But it’s all related to the new interface.

So, here are my questions:

1. When will you turn off the old interface?
2. Is there any way I can continue working with the old interface, even for the next 1-2 years?

Thank you for your engagement—it’s appreciated. Please pass my message about the stress caused by this change to the product team.