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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