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Legacy reports explained
Legacy reports explained
Francesca Conde avatar
Written by Francesca Conde
Updated over 2 months ago

With the recent launch of Intercom’s new reporting features, we’re excited to introduce 12 new pre-built reports. This change means that the legacy versions of these reports will be replaced by the new templates, with legacy reports expected to be phased out within the next few months.

Here’s everything you need to know about what legacy reports are, how they differ from new pre-built reports, and what to expect as we phase them out.


What are legacy reports?

Legacy reports are how we refer to the previous versions of the new pre-built reports we recently released. These reports provided basic filtering, chart options, and data aggregation methods tailored to specific customer support use cases.

Key differences between legacy reports and new pre-built reports

Feature

Legacy reports

New pre-built reports

Customization

Limited options for rearranging charts and selecting attributes

Flexible drag-and-drop chart arrangement, customizable filters, and chart library options

Feature consistency

Features like expanded filtering or chart-drill in were inconsistently available across reports

New pre-built reports offer the same set of features, including expanded filtering options, chart drill-in and CSV export

Filter persistence

Legacy reports automatically saved last-used filters for each user

No automatic filter persistence. Users can save preferred filters by editing or duplicating a report

Archived custom attributes

Certain legacy reports allowed for filtering by archived custom attributes

Archived custom attributes are not available

Aggregation methods

Directly adjustable in each report via a cog icon for quick access to min, max, and other methods

Customers on Advanced or Expert plans—or who have "Custom Reports" as a feature—can edit charts to change the aggregation method

CSV export

Limited availability of CSV export options

All reports can be exported to CSV for easy sharing and further analysis

Auto-save

Custom reports would automatically save when a user edited a report

Requires manual save to retain change


FAQs about the new pre-built reports

Why are certain charts missing in new pre-built reports?

Some unique charts and metrics in legacy reports used custom combinations of filters and metrics that are not supported in new reports. The new reports use a consistent set of metrics that are also available should you create a custom report from scratch.

When will legacy reports be fully deprecated?

A fixed deprecation date has not yet been set, but it will be within the next three months.

How do I use the new pre-built reports?

The new pre-built reports offer fully customizable layouts, advanced filters, and access controls which you can learn how to use here.

We'd love to hear what you think about your new reporting features. Give feedback here.


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