With the Advanced or Expert plan, you can create your own custom report by choosing from over 100 chart types and drag and drop them into your report. This feature gives you the freedom to select exactly what data and visuals are most relevant to your needs.

To create a new custom report from scratch, go to Reports and click the + icon at the top of the menu, or go to Your reports and click on New Custom report.

This will open the template library. You can select and customize a template, or click Create your own to start from scratch.

Give your report a clear title and description so you and your teammates can see at a glance what it’s for.

Now you can start adding charts to your report. From the "Add a chart" menu on the right, search for popular chart templates and simply drag and drop them onto your report.

Chart templates are still completely customizable if custom reports are included on your plan. To edit an existing chart, select the Actions menu above the chart and then click Edit chart.

Or you can set up your own chart from scratch by selecting Create your own from the "Add a chart" menu on your report.

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.

Select the date range for this chart using the date picker on the right.

Choose which metric you want to look at per timestamp (the date range you’ve selected).

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.

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:

Click the Add metric button on the side panel of the chart builder to add multiple metrics to the same chart.

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.

Custom metric names can be added to the chart legend through the “legend label” input field in order to visually differentiate between metrics.

You can set your custom report metric to be "Within office hours" for the following datasets:

When using one of the supported metrics in your custom report, you'll see a "Within office hours" checkbox appear under the Metric dropdown 👇

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:

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.

Give the chart a name and description which helps you clearly identify what this chart shows (the description is a good place to call out any filters you've applied to this chart).

Now click Add chart to add this chart to your report. You’ll be taken back to your report, where you can continue adding more charts.

To edit, duplicate, or delete an existing chart from your custom report, hover over it and select an option from the Actions dropdown.

Charts can be moved or resized on your report by pulling from the bottom right corner.

Charts are based on the workspace timezone by default, and comply with the metric setting to include/exclude office hours.
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To change the timezone for a custom report, simply change the timezone selected at the top of the report page.

You can apply filters to both reports and individual charts. Here’s how these filters interact:

For example, the chart in this report filters for data from Germany, 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:

When you've finished customizing your report, click Save.

This will open the share report options. You can also click the Share button any time from the top of your report to change these settings.

Any custom reports that you create personally, are listed in Reports > Your reports.

Any custom reports created by other teammates and shared with you, are accessible from Reports > All reports > Shared with you.

When viewing a report you can easily add more filters which will apply in addition to existing filters that are set within the charts.

Every chart has a drill-in feature, enabling you to explore the underlying data behind your metrics. This allows you to gain a clearer understanding of the factors driving your results and make data-informed decisions faster.

You can edit, duplicate, or delete any custom report that you have full access to. Go to Reports and open the report you want to manage, then use the options in the top right to: