Heey ​@Rotem Ben Shitrit, I hope you're doing well!

From what I understand, to get a clear view of tickets/conversations initiated by the customer and not the support agent, you should use the Conversations report with the "Started by" filter set to show only those initiated by customers. This report lets you filter by date range and will include both conversations and tickets. For even more control, you can build a custom report or use the API to search for inquiries where the source is "customer_initiated." This ensures you're only seeing those started by customers, not support agents.

I hope this helps :)

​@Rotem Ben Shitrit I hear you… this is a very common issue I face when creating reports for my clients and in some cases it is such a complex thing that for one client I was not able to resolve it yet. 

The fact that there are conversations and tickets, and that they are overlapping in the reports (!) is the biggest challenge in trying to give a simple answer to a very common question - how many customer requests do I get? If there are conversations that are converted to a ticket, or directly created ticket that turns into a conversation, it’s impossible to give a straightforward answer (one number for a defined period of time). 

On top of that, Intercom filters work in mysterious ways - even for the same “entity”, for example for Conversation converted to a ticket, for New conversation I can additionally filter by Ticket type. But if I want to do the same for Closed conversations, there is no Ticket type available in the filters… so I can not compare New vs. Closed conversations that were converted to a ticket. 

If anyone has an idea how to resolve this, I’d be happy to hear it :)