Not all report templates are available on all plans:

Yes, all customers can create reports. However, if you don't have custom reports included on your plan you can only add charts from the chart library (you can't create your own custom charts).

Custom charts are those created or edited via the chart builder. A chart you add from the chart library is a pre-built chart. Editing and saving any changes to a pre-built chart will make it a custom chart. If you downgrade from a plan that includes custom reports to one that doesn’t, any custom charts you’ve created will be inaccessible.

Any changes made to a report such as applying filters will not be saved unless you do so in edit mode and then save them. Changes made in view mode will be cleared when the you reload the browser.

Each chart type has minimum sizes (in grid sizes WxH). They are as follows:

Intercom's legacy prebuilt reports contained charts which used versions of metrics and filters that aren’t possible to replicate in our new report templates, or they presented results that are replicable in custom reporting. New report templates now use the same metrics, filters, and chart types as custom reports, so every chart can be replicated in custom reports.

An aggregation is how all the different values from individual conversations are combined and presented as a single number.

For example, taking the different response times from each reply in all your conversations and aggregating them to show you the ‘median’ response time.

You can change the aggregation from Median to Average for a chart in 3 ways:

In order to change the chart aggregation to Maximum/Minimum, you’ll need access to custom reports on the Advanced or Expert plan, as this aggregation is only available to customers by directly editing a chart.

Bot Inbox Time is now selected at the metric level. When you select a chart from the chart template library that would be impacted by time in the Bot Inbox, there will be a separate version of the metric for whether it includes time spent assigned to the bot, or after the bot has handed over to the team.

Yes, but only for future conversations. If you want to exclude conversations based on a Company name, you can do this indirectly by adding a user tag to the teammates' profiles within that company. Once the tag is added, all new conversations started by those tagged users can then be excluded from your report.

It’s not currently possible to exclude users from reports based on tags retroactively. Each conversation captures a snapshot of the user’s state when it was created, so adding a tag later won’t update or exclude past conversations, only new ones going forward.

Intercom’s standard reporting metrics and custom report options do not natively support grouping or filtering by “unique conversations per user.” Reporting in Intercom is primarily structured per conversation, rather than per user. There’s no out-of-the-box metric that directly aggregates unique conversation counts by user in the reporting UI.

Yes, when you have no conversations the sum aggregation returns as 0.

This is to ensure that the donut chart compares relationships accurately by showing all ‘slices’ of the attribute they are viewing by. You can bump up the number of slices by changing the "Show top value" beside the attribute you’re viewing by.

No, only donut charts support showing the "Other" grouping for the attribute being viewed by at this time.

You can do this by creating an area chart and setting the stacked toggle to "On".

For the metric "new conversations", we take a snapshot of the first message in the conversation to populate data in the report. If the tag was added to the user profile after the conversation started, the conversation will still be added to the report.

The summary row is a roll-up of the selected metric, recalculated at an aggregate level. It is not a sum or average of the rows in the table. This approach ensures the most accurate and relevant insights for overall performance.

For example, for the "Closed conversations" metric it represents the count of unique conversations closed. The summary row displays the total number of unique conversations closed over the specified date range, following the metric's definition. If it was to sum up the values in the rows below it, then it would often have a higher count as a single conversation might be closed by multiple teammates.

In Intercom reports, each conversation will only count once. So for example, if you have a conversation with multiple replies spanning over a number of days during the a week, once you segment the report per week, that conversation will only show once in the results. However, if you segment the report by day, the conversation will show for each day. This is why you might see a higher number when selecting hours or days.

You cannot create a custom report to only show User or Lead information since custom reports are intended to show a breakdown of Conversations or tickets metrics.

Once the Conversations or Tickets are included in a report or chart, depending on your workspace plan options you may be able to drill-in deeper and view the associated Users and Leads for those Conversations and tickets from the report.

To create a report specifically for User and Lead profile information and attributes you need to use the 'Data export' feature from the Reporting section and create the report outside of Intercom in your own reporting tool.

This is due to conversations that have been open for more than 2 years without changing state. In Reporting we only ingest the past 2 years of data, so conversations where the 'Open' state started more than 2 years ago are not included in the dataset.

Any identifiable changes made to users/leads or conversations could cause data in your custom report to change.

Data for 2025 has been backfilled into Reporting already, but due to the large quantity of data, it’ll take a while longer to complete the backfill for 2024 and earlier.

This can occur if you have the setting "Self-assign by replying" enabled, and the conversation isn't already assigned to you when you send your response.

When the conversation is unassigned, or assigned to another teammate, and Self assign by replying is set to "Assign it to me", your first response will send a message in the conversation and assign the conversation to you at the same time. As these actions occur simultaneously, your response won't be recognised as coming after the assignment, which is required to be captured by the metric "Teammate assignment to first response".

To avoid this, you can either assign the conversation to yourself before sending your first response or set change your settings to "Keep it unassigned or assigned to the team inbox" by going to Settings > Inbox > Assignments:

Intercom does not have a direct method to set up a Display Unit for live statistics. However, you can use an external screen share and display a reporting page such as the Real-Time Dashboard or the Overview Report to showcase agent performance and overall performance daily.

To see if a teammate has been actively replying to messages, you can either:

Yes! For all customer facing tickets, since they are directly tied to your conversations, the conversation data is automatically included in your reporting.

Each report chart includes a chart drill-in feature which allows you to delve into the data and understand the driving factors behind the metrics you see in reports.

If you need to take a closer look at your conversation data, there are several ways you can download and export your conversation content or data:

A conversation action refers to specific actions performed within a conversation. These include tasks such as assignments, replies, and closing conversations. For example, using Chart Drill-In for the "replies sent" metric will display the replies sent by teammates to customers within the selected date period. By clicking on the action ID, you can preview the specific message sent.

Where there are multiple companies, the values are all exported separated by commas.

Conversations need to have at least one message from the user/lead to be counted as a conversation in reporting. If an Outbound Message or Workflow sends the first message to the user/lead, but they don't respond, the conversation won't be captured in your reports.

Intercom provides various metrics to help businesses measure and analyze their response times effectively. These metrics include the Average First Response Time, Median First Response Time, and other related measurements.

Office Hours: Intercom respects your team’s defined office hours when computing response times.

Fixed display times: In some cases, response times may be rounded or shown in consistent formats. For example:

To track response times without excluding time outside office hours for a broader view:

Intercom allows you to filter bots from response time calculations to emphasize human interactions:

The "Teammate assignment to first response" metric tracks the elapsed time from conversation assignment to the assigned teammate's first response. Time during statuses like "Snoozed" or "Closed" is included, leading to variations if assignments occurred multiple times during a conversation.

The median First Response Time can change slightly overnight due to delayed data refresh cycles or finalization processes at day-end. The metrics are recalculated as new conversations are processed after office hours, leading to minor adjustments without reflecting errors.

Moving a ticket between team inboxes or changing its status (e.g., “Submitted” to “In Progress”) does not reset First Response Time. The timer continues until the first teammate reply is recorded, unless paused according to SLA settings.