Create a Custom report

Report on exactly the conversation or ticket data that’s important to your business.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated this week

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 metric

Each chart supports one metric 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.

Metrics can be aggregated by average, median, percentile, minimum, maximum, or sum.

Teammate replies are counted individually in Custom reports, not grouped like in the Effectiveness 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.

Choose a chart type

There are six chart types to provide you with flexible ways of visualizing your data, including: KPI, column, bar, donut, line, area, heatmap, and table.

Learn more about using chart types and options to help visualize your data.

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.

Additionally, some metrics (those that are calculated at the time vs. a static value, like Customer satisfaction, for example) 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 them 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 Europe, and we’ve applied a filter at the report level for ‘Channel is Chat’. This means the chart is now showing data from conversations started in Europe via Chat:

To share your report with these filters applied, just click ‘Save report’, and copy the page URL for any of your teammates.


  • 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 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.


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