Intercom has launched new reporting features, including new report templates. As a result, the legacy versions of these reports will be replaced and will no longer be available after April 7, 2025.
Here’s everything you need to know about what legacy reports are, how they differ from new report templates, and what to expect as we phase them out.
What are legacy reports?
Legacy reports are the previous versions of pre-built reports in Intercom. These reports provided basic filtering, chart options, and data aggregation methods tailored to specific customer support use cases.
You will see this banner at the top of all legacy reports:
Key differences between legacy reports and new report templates
Feature | Legacy reports | New report templates |
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 templates 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. You 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
Where can I find the new report templates?
You'll find all the report templates when you visit Reports and create a new report. Learn more.
What if I can't find a legacy report in the new template library?
The following legacy reports will remain available as they currently don't offer a template replacement:
Articles
Customer Engagement Overview
Email Deliverability
Leads
Sales
Workflows
Workflows Lead Gen
Conversational Support Funnel
These reports will be marked as “legacy” and you can still find them under Reports > All reports > Intercom reports.
The following legacy reports will also remain available until we ship the ability to download and schedule a report:
Conversations report
Responsiveness report
When will legacy reports be fully deprecated?
Legacy reports replaced by templates will be deprecated on April 7, 2025.
Legacy reports without replacements will remain available.
Why are certain charts missing in the new templates?
Some charts and metrics in legacy reports were based on custom filter and metric combinations that are not supported in the new report templates. The templates use a standardized set of metrics that can also be used to create custom reports from scratch.
We'd love to hear what you think about your new reporting features. Give feedback here.
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