Your Intercom reporting data is now organized into various reporting datasets. Each dataset comprises a set of metrics and attributes, which you can utilize to create charts and reports.

Here's what's new in this release:

• We have restructured our reporting data into 9 datasets, providing you with a well-organized and thoroughly documented view of all reporting metrics and attributes.
• Several metrics now feature net new attributes for enhanced filtering and segmentation, as attributes within a dataset are now available to all its metrics.
• We've enriched our datasets by introducing 21 net new attributes, all accessible through our innovative chart drill-in feature.
• To simplify chart creation, we have updated the names of some existing attributes, making it easier for you to decide which ones to use

To learn more about this release, click on the button below.

Thanks,
Mark

In our ongoing effort to enhance the reporting capabilities available to our customers, we are excited to release our new chart drill-in feature. This is a step forward in our commitment to providing powerful, user-friendly tools that empower you to delve into your data with greater precision and clarity.

What's in it for you:

• Enhanced data exploration & root cause analysis: Dive deeper into your data without leaving the Intercom app and rapidly identify underlying issues or trends, creating a more effective analysis process.
• More transparency of data: The drill-in feature offers you a clearer view of the data sources and metrics used to create a chart, fostering a better understanding of the information presented.

Start exploring this new feature right away. Click on the below button to learn how to get started.

Share your thoughts – we've made it easier by incorporating a survey link directly within the feature. Your input on what you like and suggestions for improvement will be invaluable to us.

Thanks,
Mark

You can now link items in bulk to a Tracker ticket, instead of having to manually link them one by one. 💪

Linking related items to a Tracker ticket is useful for cases like bugs, feature requests and incidents. They help:

• Create a single source of truth by managing all conversations with a single ticket.
• Make collaboration easier by getting all teams to work from the same ticket, solving issues faster and ensuring no one misses an update.
• Close the loop with customers easily and save time by updating all affected customers simultaneously.

Read more about Tracker tickets and how they work here.
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When a customer asks a vague, unclear, or ambiguous question—instead of making an educated guess and surfacing the most likely answer or articles—Fin now intelligently seeks clarification and gathers more information and context from the customer.

We’re already seeing a big impact on resolution rates—with some customers seeing up to 17pp improvements.

This is live now for all Fin users!

You can now choose how Fin shows up when a customer starts a conversation.

Teammate or Bot conversation header

Decide whether to show bot expectations or match to teammates, when the conversation starts with Fin.

Customise the "start conversation" button

If bot expectations are set, customise the ‘Start conversation’ button from a list of text options.

This is now available on Web, iOS (v16.5.0 and Android (v15.6.0).

You can now include any reusable workflow as part of a Custom Answer—making it faster than ever to build great automations.

Any change made to a workflow will update wherever that workflow is being used—reducing time spent managing automations.

To start use reusable workflows, navigate to “Create your answer” and select the “Pass to reusable workflow” option in the menu.

Learn more about reusable workflows here.

Have a load of complex email queries that come through, that you just want to start off as a ticket? Now you can!

We've added a setting that allows you to automatically convert all inbound emails into a customer ticket type of your choice.

For further personalisation, or to enable all conversations to be auto-converted into tickets, we've also built a new 'convert to ticket' action in Workflows. Just choose your trigger and rules, and select the ticket type you want to convert to.
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Now you can see any tickets and outbound conversations you’ve created quickly and easily in the left hand side bar. This will help you:

• Save time searching for items you’ve created, even when they’re assigned to someone else.
• Have greater visibility over tickets or conversations you started.
• Follow up on any conversations that might still need your attention.

Read more about how it works here.

We’ve redesigned our Team performance report to give you a more comprehensive and accurate understanding of performance for both individual teammates and your team's inboxes.

What’s new:

• Enhanced Teammate Metrics: Our updated Teammate Performance report offers a more precise view of each member's contributions, focusing on the most relevant data.
• New Team Inbox Report: Discover your team's efficiency in handling customer queries with insights on response times, issue resolution, and inbox management.
• Improved Data Filters: Dive deeper into your data with new filtering options and more attributes.

We’ve improved path linking with a direct way to connect paths within Workflows. 🙌

You can now easily connect a path to new path or an existing path, without needing to resort to reply buttons or branches.