You’ll find all reporting for your workspace under 
Reports. Any custom reports that you create personally, are listed in the sidebar under My reports.
Create a report
To create a new Custom report, click the + icon from the Reports page, or go to My reports and click on New Custom report.
Custom reports are only available on the Advanced and Expert plans.
Add a chart
Give your report a clear title and description so your teammates can see at a glance what it’s for. Then add your first chart from a template, or by clicking + New chart.
Choose a chart type
There are nine chart types to provide you with flexible ways of visualizing your data, including: KPI, column, bar, donut, line, combo, area, heatmap, and table.
Learn more about using chart types and options to help visualize your data.
Set a date range
Select the date range for this chart using the date picker on the right.
Choose a metric
Choose which metric you want to look at per timestamp (the date range you’ve selected).
See all definitions for conversation and ticket metrics, date filter timestamps, and attributes in Intercom reports.
If you choose a relative date range like ‘Past 4 weeks’ the chart will always show you the past 4 weeks. If you choose specific dates like ‘1st - 31st of Jan’, it will always show data from those specific dates.
Some metrics can be aggregated by average, median, percentile, minimum, maximum, or sum. For example if we want to see the average ticket time to resolve.
Teammate replies are counted individually in custom reports, not grouped like in the Effectiveness report.
Use multi-metric charts
Multi-metric charts enable you to view multiple metrics within a single visualization. This simplifies data analysis, making it easier to compare, contrast, and derive insights from various metrics simultaneously.
This is available on the following chart types:
Column
Line
Area
Table
Common use cases include:
Comparing the volume of new inbound conversations to closed conversations in one view to assess whether your team can keep up with demand.
Comparing teammates across various performance metrics in one view to identify top performers.
Click the Add metric button on the side panel of the chart builder to add multiple metrics to the same chart.
Note:
Filters can be added to each metric in a chart.
Metrics can be moved up and down to change the order in which metrics are rendered in a chart by dragging and dropping the metric block.
Multi-metric charts don't support segmentation.
Multi-metric charts don't support stacking, relative values or targets.
There is a maximum limit of 20 metrics on multi-metric charts.
Column, Line and Area charts only support metrics that have the same Y axis.
Table charts support any combination of metrics regardless of their Y axis, however, exporting chart data is not available for multi-metric Table charts.
If you select the chart drill-in for a multi-metric chart, you must choose which specific metric you want to examine in detail.
Create charts that compare two metrics with different Y axis
You can create charts that compare two metrics with different Y axis by using the Combo chart type.
The first metric selected will use a Column chart and use the left Y axis, and the second metric selected will use a Line chart and the right Y axis.
Combo chart types can only have two metrics selected.
Customize the chart legend label for a metric
Custom metric names can be added to the chart legend through the “legend label” input field in order to visually differentiate between metrics.
Metrics with custom filters and legend labels can't be saved as a custom metric for you to reuse in another report.
Office hours settings
You can set your custom report metric to be "Within office hours" for the following datasets:
Conversations dataset
First response time
Response time
Time from first assignment to close
Time to close
Conversation actions dataset
Teammate first response time
Teammate subsequent response time
Teammate time to close
Teammate handling time
Team first response time
Team subsequent response time
Team time to close
When using one of the supported metrics in your custom report, you'll see a "Within office hours" checkbox appear under the Metric dropdown 👇
Learn more about reporting within office hours or on team inbox performance.
Add filters
Add any filters you’d like for a more zoomed-in view of your data. For example, you might build a custom report for a certain region, in which case you’d filter for the relevant continent or country:
This supports both AND and OR conditions when selecting multiple filters, which is available at both a chart and custom report level. For example, this chart is filtered by conversations which have:
Topic = “pricing” OR
Tag = “pricing”
Intercom takes a snapshot of the customer when the conversation starts which means that any changes to user and company attributes after the conversation is created are not reflected in the reports.
A couple exceptions where the information is loaded in real-time: User name, User pseudonym, and User email attributes.
Additionally, some metrics (those that are calculated at the time vs. a static value, like Customer satisfaction) will display an error when the selected break down has more than 10,000 unique values for the range/filters.
Company attributes filters in custom reports
You can choose a company attribute as a filter in a custom report at the report level, or at an individual chart level. Note that if you do both, the report level filter takes precedence.
The company attribute filter allows you to only filter by company attributes but does not allow you to group by them. Filtering means including or excluding certain information and filtering occurs in the filters dropdown at the top left of the Custom report page. Grouping, however, is organizing a report in a way that makes sense for the viewer and occurs at the chart level.
And that’s it. 👌 Just click save and close to save this chart to your custom report.
You’ll see the chart added to the report, where you can continue adding more charts.
There is no limit to the number of charts in a report.
Set timezone
Charts are based on the workspace timezone by default, and comply with the metric setting to include/exclude office hours.
To change the timezone for a custom report, you'll need to finishing adding charts and save it, then change the timezone at the top of the report page.
Click Save report for the timezone setting to persist when you exit and view the report again.
Setting a timezone is unavailable on pre-built Intercom reports and can only be used on custom reports.
Relationship between report filters and charts
You can add filters to reports and add filters to charts:
When you add a filter to a report, this also applies to the charts within the report.
If you add a date filter to the report, this will override the chart’s date filter.
If your chart had a date range of "today" defined, but you set the report date range to yesterday, you’ll then see the chart update to show yesterday.
When you click into the chart’s view to edit, the report filter will not override what you see there. The report filter affects what you see on the charts when viewing the report. If you add any other filter to the report, this will augment the chart’s filter. This means that the chart will be treated as if it had an additional filter (this is treated as a "Match all/and" situation). So, if the chart had a filter of “Teammate participated is Beth” and you then added a filter on the report “Teammate participated is Kendall,” the chart would then only show data for conversations that both Beth and Kendall participated in.
Viewing, filtering and sharing reports
When viewing your report you can easily add more filters which will apply in addition to existing filters that are set within the charts.
For example, the chart in this report filters for data from Berlin, and we’ve applied a filter at the report level for ‘Channel is Email’. This means the chart is now showing data from conversations started in Berlin via Email:
To share your report with these filters applied, just click Save report, and copy the page URL for any of your teammates.
Note:
The ‘Channel’ filter will only contain those channels where you have installed Intercom.
If you add a ‘Date range’ filter at the report level, this will override the existing date ranges set in your individual charts, while the filter is active.
Custom events are currently not supported for filtering custom reports.
Editing, duplicating, or deleting charts
To edit, duplicate, or delete an existing chart from your custom report, hover over it and select an option from the Actions dropdown.
Seeing unexpected results?
If you’re unsure of the data in your reports, check out this article for a close look at some of the details.
Need more help? Get support from our Community Forum
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