Use this article to create, view, and manage custom reports on the Advanced or Expert plan — from adding and configuring charts, to setting filters, choosing metrics, and sharing with teammates. You'll also learn how to explore the data behind any chart using the drill-in feature. Custom reports let you choose from over 100 chart templates and combine them into a single view tailored to your team's 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 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.

To add charts to your report, open the Add a chart menu on the right-hand panel. Search for popular chart templates and 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.

To build a chart from scratch, select Create your own from the Add a chart menu.

There are nine chart types to provide you with flexible ways of visualizing your data, including: KPI (key performance indicator), column, bar, donut, line, combo, area, heatmap, and table.

Select the date range for this chart using the date picker in the chart builder sidebar.

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.

When selecting a time-based metric (for example, first response time or time to close), you can group results into custom buckets using the "time interval" view-by attribute — a dimension that lets you segment chart data by a custom range. This gives you more flexibility than fixed intervals — you define your own ranges to better understand how metrics are distributed.

Conversation state metrics give you a clear view of how conversations are progressing by showing how many were open or snoozed at the end of any given time period. This helps you track unresolved conversations, monitor workload, and identify potential bottlenecks for your team. You can also see how many conversations were reopened, providing insight into recurring issues or follow-ups that may need further attention.

In the metrics dropdown, you'll find three conversation state options to add to a chart. Each metric belongs to a reporting dataset — the data source it draws from:

Five prebuilt chart templates are available in the Chart Library:

These templates are also included in the Conversations report template, so you can start using them without building from scratch.

Two additional metrics measure how long conversations have spent snoozed, making previously invisible time visible in your reports:

Both metrics support the full range of aggregations (average, median, percentile, minimum, maximum, and sum) and break down by team, teammate, and time period.

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:

There are two distinct Company attributes available in custom reports on the Conversations and Tickets datasets:

Although Customer segments cannot be used directly as filter conditions in reports, you can tag members of a segment and use user tag as a filter instead.

This workaround works at both the report level (using report filters at the top of the page) and at individual chart level filters:

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).

Click Add chart to save this chart to your report. You'll be taken back to the report canvas, 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 reflect your office hours settings if the Within office hours option is enabled for any metric in the report.
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To change the timezone for a custom report, select a different timezone from the dropdown 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 building a custom report, you can add a banner component — a text block for adding titles, context, or notes directly on the report canvas:

The banner component supports the following formatting and layout options:

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

Clicking Save opens the report sharing options, where you can control who can view or edit the report. You can also click the Share button any time from the top of your report to update 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, which lets you click any data point to see the individual conversations behind it. This helps you understand 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: