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.
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.
Get insights faster with ready-made reports
View human and AI support in a single report. Analyze volume distribution, uncover low-satisfaction drivers, and track key metrics like resolution rate, response time, and CSAT.
Track your human support metrics in one report. Analyze trends behind first response times, resolution rates, and CSAT scores to elevate performance and improve customer satisfaction.
Identify the most common customer topics with an AI-generated report. Track tags, peak activity periods, and top issues to uncover trends and solve customer pain points.
Make every report your own with deep customization
Use up to ten different chart types including: KPI, Column, Bar, Donut, Line, Area, Heatmap, Table, Combo, and Multi-Metric charts.
Every report on Intercom has fully customizable layouts and charts you can drag, drop, or resize to showcase the insights that matter most.
Create your own custom charts with set targets to track progress, and advanced filters with custom attributes for more granular views of your data.
See the details behind the data
Explore the details behind your metrics. Dive deeper into trends, uncover root causes, and make data-driven decisions, all within your Intercom workspace.
Refine your data view to show specific time periods, dates, or custom criteria. Easily isolate trends, and zoom in on key moments for more precision in your analysis.
Compare metrics across time periods to spot changes in trends, evaluate historical performance, and drive smarter decisions.
Organize, export, and control access to all your data
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.
Control access
Use customizable access levels, from full editing to view-only, for flexible, secure data management.
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.
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.”
FAQs
Intercom's reporting and analytics lets you monitor, analyze, and optimize your entire support operation in one place. Track human and AI support together with pre-built reports, build custom reports with your own charts and filters, and follow real-time performance metrics like resolution rate, response time, and CSAT.
Intercom comes with 12 pre-built reports, curated to cover common support use cases. They include a holistic support overview that shows human and AI support in a single report, a teammate performance report for first response times, resolution rates, and CSAT, and a conversation topics report that surfaces what customers are contacting you about.
Yes. The report builder lets you create custom reports and dashboards with up to ten chart types, including KPI, column, bar, donut, line, area, heatmap, table, combo, and multi-metric charts. Every layout is fully customizable, so you can drag, drop, and resize charts, set targets to track progress, and apply advanced filters with custom attributes.
The holistic support overview brings human and AI support into a single report, so you can analyze volume distribution, uncover low-satisfaction drivers, and track key metrics like resolution rate, response time, and CSAT across both your AI agent and your team in the Inbox. To see how support connects across every channel, explore omnichannel support.
CSAT is built into Intercom's reports, so you can track customer satisfaction alongside resolution rate and response time, then drill into the conversations behind low-satisfaction scores to understand what's driving them. You can also compare CSAT across time periods to spot changes in trends.
The conversation topics report uses AI to organize conversations by topic automatically, so you can track tags, peak activity periods, and your most common customer issues without manual tagging. Use it to spot emerging trends and prioritize where to improve.
You can export your data with one-click CSV downloads, or use bulk API access to connect Intercom reporting to your data warehouse and visualization tools.
Reporting includes customizable access levels, from full editing to view-only, so you control who sees and changes each report. Keep everything organized with custom folders, and favorite the reports you check most often for quick access.
