Fin
[ Reporting ]

Get instant insights with AI reporting and analysis

Monitor, analyze, and optimize your entire support operation with instant AI insights, customizable reports, real-time performance metrics, and actionable CSAT.

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Trusted by more than 25,000 leading brands

Pre-built reports, faster insights, better decisions

Move faster with templates

Make data-driven decisions faster with 12 pre-built reports, expertly curated to cover all of your support use cases.

Make every report your own

Configure custom reports with chart visualizations that help you spot trends to boost CSAT and performance.

Deeper, actionable insights

Drill deeper into metrics, refine data views with advanced filters, and compare time periods to discover new trends.

Reporting templates

Get insights faster with ready-made reports

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Report builder

Make every report your own with deep customization

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Data exploration

See the details behind the data

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Additional features

Organize, export, and control access to all your data

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Export data with ease

Effortlessly export your data with one-click CSV downloads or use bulk API access to connect with your data warehouse and visualization tools.

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Control access

Use customizable access levels, from full editing to view-only, for flexible, secure data management.

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Stay organized

Keep your reports organized with customizable folders and quickly access your key insights by favoriting important reports.

Helpdesk Updates

Over 60 improvements to the helpdesk you use everyday

The features you've been asking for and improvements you'll notice every day.

20 Updates Shipped

Inbox

  • Composer drafts
  • Translation quality feedback
  • Side conversation notifications
  • Edit sent notes
  • Unassign unsnoozed conversations
  • Auto-unassign when away
  • SLA sorting (FRT, NRT, TTC, TTR)
  • Skip away mode in Round Robin
  • Company pop-over with ID, copy, and open
  • Side conversations export
  • Bulk edit admin statuses in Realtime Dashboard
  • Delete user notes
  • Channel indicators on conversations
  • Search in Views
  • Duplicate a View
  • Inbox assignment limits
  • Conversation events UI updates
  • Slack side conversations
  • Invite configuration for team inboxes
  • Delay send / undo send

11 Updates Shipped

Phone

  • Call transfer to workflows
  • Warm transfer to team
  • CSAT for outbound calls
  • Phone numbers for brands
  • Recording consent (GDPR)
  • Default outbound phone number
  • Default outbound numbers for callbacks
  • Quick reply stored on conversations
  • Country-specific dial tones
  • Enhanced call lifecycle and assignment visibility
  • 11 new call metrics

10 Updates Shipped

Data Foundations

  • Data Connectors: pre-signed URLs
  • Data Connectors: pre-configured OAuth providers
  • Data Connectors: Execution Results API
  • Data Connectors: health metrics
  • Data Connectors: authentication improvements
  • Data Connectors: action dependency observability
  • Activity Log Event Types API
  • Azure Blob Storage for conversation data export
  • Shopify onboarding for new signups
  • Public API v2.15

23 Updates Shipped

And many more

  • Split delete permissions (replies vs notes)
  • Macros permissions (create, edit, delete)
  • Inbox permissions (trigger data connectors, reassign when away)
  • Teammate profile permissions (edit own, edit others)
  • Conversation permissions (participants, merge, creation)
  • BPO permission restrictions (GDPR visibility control)
  • Select ticket state when converting
  • Change ticket type after creation
  • Require ticket attribute on close
  • Track ticket state transitions in API
  • Tickets Portal: restrict user visibility
  • Push notification management per device
  • Holiday office hours
  • Attachments improvements (bulk upload, carousel, grid)
  • AI titles in Messenger
  • Email recipients status
  • Native Discord integration with Fin
  • Scheduled external reports (GA)
  • Ticket time to resolve in office hours
  • Workspace avatars
  • Disable team mentions at workspace level
  • New macro actions: re-open conversation & set ticket state
  • Conversation auto deletion

Spot gaps and refine your support with smarter reporting

"Being able to leverage Intercom and its reporting features to see where we need to plug some holes in our support experience will be paramount for allowing our users to continue to self-serve at such a high rate—and for us to be able to scale our support in the future."

Robb ClarkeHead of Technical Operations at RB2B

Turn insights into action. Get started today.

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