A complete guide to Intercom reporting in 2025

In customer support, good data is the difference between guessing what your customers need and knowing how to make them happy. Intercom has a pretty solid set of reporting tools to help you do just that, but like any tool, it has its strengths and its quirks.

This guide will walk you through everything you need to know about Intercom reporting. We'll cover the key features, what the different pricing plans get you, and the common hurdles that can stop you from really understanding your team's performance. We’ll also look at how you can level up your analytics by plugging in AI that works with the setup you already have.

What is Intercom reporting?

At its heart, Intercom reporting is the platform’s built-in analytics suite. It’s designed to help you keep an eye on, analyze, and improve your entire support operation. Its main job is to give you a clear picture of your team's performance so you can make smarter decisions that improve both customer satisfaction and team efficiency.

Think of it as the control panel for your support team. It tracks all the key metrics you'd expect, like conversation volume, first response times, resolution rates, and CSAT scores. You can get to this data in a few ways: through pre-built report templates, by creating your own custom reports, or by exporting the data to use in other BI tools. If you want the nitty-gritty, Intercom has a decent explainer on their reports.

Key features of Intercom reporting

Intercom splits its analytics across a few different dashboards and report types, with each one built to answer specific questions about how your team is doing. Let’s break down the main parts.

Pre-built Intercom reporting templates

If you need answers fast without a ton of setup, Intercom offers 12 pre-built report templates. They’re made to cover the most common scenarios and give you an instant snapshot of your support world.

A few of the most useful ones include:

• Conversations report: This gives you a bird's-eye view of what’s happening in your inbox. You can track how many conversations are coming in, spot your busiest hours, and see which channels (like email or chat) are the most popular.

• Teammate performance report: A manager’s best friend. This report lets you check in on individual agent metrics. You can see who’s replying the fastest, who’s closing the most conversations, and how everyone’s CSAT scores are looking.

• Fin AI Agent report: If you’re using Intercom’s own AI bot, Fin, this report is a must. It tracks how well Fin is doing, focusing on things like how many chats it resolves on its own and its overall deflection rate.

• Customer satisfaction report: This one is all about your CSAT scores. It helps you see how customer feedback is trending over time and pinpoint what’s making people happy (or not so happy).

A screenshot of the Intercom reporting dashboard, showing customer satisfaction (CSAT) scores over time.

Custom Intercom reporting and dashboards

For teams who need to go a bit deeper, Intercom lets you build your own custom reports. The catch? You have to be on their Advanced or Expert plan to unlock this. This is where you can really shape your analytics to fit your specific business goals.

Here’s what you can do with custom reports:

• Chart library: You can build reports using different chart types, like KPI scorecards, line graphs, bar charts, and donut charts to visualize your data.

• Customizable layouts: The dashboard has a drag-and-drop grid, so you can arrange and resize charts to put the most important information front and center.

• Advanced filtering: This is where the real magic happens. You can slice and dice your data using standard and custom attributes, like conversation tags, channels, or any unique data you track about your users.

Again, this level of detailed customization isn’t available on every plan. For smaller teams or those on the Essential plan, not being able to build custom reports can be a real roadblock to getting the exact insights they need.

Core metrics and datasets in Intercom reporting

Behind all the charts and graphs, Intercom reporting is built on a few core datasets, like the Conversations, Tickets, and Conversation actions datasets. These contain hundreds of different metrics you can pull from.

Here are a few of the most important metrics support leaders tend to watch:

• First Response Time (FRT): How long it takes for your team to send that first reply after a customer reaches out. It’s a huge indicator of how responsive you are.

• Time to Close: The total time a conversation stays open, from the very first message until it’s marked as resolved.

• Resolution Rate: The percentage of conversations that your team or AI successfully closes.

• CSAT Score: The classic customer satisfaction metric. It shows you the percentage of positive ratings you get from customers after a chat.

Pro Tip: One of the handiest features in Intercom is the ability to drill down into almost any chart. If you see a sudden dip in your CSAT scores, you can click right into the data to see the exact conversations that caused it. It’s a great way to find the root cause of a trend without a lot of digging. You can find a full list of definitions on their Reporting metrics & attributes page.

Intercom reporting pricing and AI features

It’s really important to know that access to Intercom’s better reporting and AI features is tied directly to their pricing plans. If you're thinking about using the platform, you have to look at the total cost.

Here’s a quick breakdown of the plans and what reporting you get with each, based on their annual pricing:

Feature / Plan	Essential ($29/seat/mo)	Advanced ($85/seat/mo)	Expert ($132/seat/mo)
Pre-built Reports	Yes	Yes	Yes
Custom Reports	No	Yes	Yes
Team Performance Reports	No	Yes	Yes
Fin AI Agent	Add-on	Add-on	Add-on
Copilot (Agent Assist)	Limited Usage	Add-on for unlimited	Add-on for unlimited

The pricing for Fin, Intercom’s AI Agent, is where things get interesting: it costs $0.99 per resolution.

This pay-per-resolution model can be a real challenge. For growing teams, it means your costs can be unpredictable and potentially very high. If you have a busy month and your conversation volume shoots up, your AI bill shoots up right along with it. This can actually discourage you from automating more conversations, since every successful resolution adds to your monthly invoice.

Gaps and challenges in Intercom reporting

While Intercom's built-in reporting is great for seeing what happens inside the platform, it has some blind spots that can keep you from seeing the full picture of your support operation.

How scattered knowledge impacts Intercom reporting

Probably the biggest issue is that Intercom reports can only analyze what’s in Intercom conversations and help center articles. But for most companies, important support knowledge is spread out across a bunch of different places.

A diagram showing how standard Intercom reporting is limited to its own knowledge base, while a tool like eesel AI can connect to many scattered knowledge sources.

Just think about all the spots your team keeps information:

• Internal wikis in Confluence or Notion.

• Technical guides and docs stored in Google Docs.

• Quick answers and team knowledge shared in Slack or Microsoft Teams.

Because all this information is disconnected, Intercom’s AI and reporting can’t see your company's complete knowledge base. This leads to the AI giving incomplete answers and your reports only showing a fraction of the story.

Why Intercom reporting insights are reactive, not proactive

Intercom reporting is fantastic for looking back. It can tell you exactly what happened last week or last month. Where it comes up short, though, is in helping you get ahead of future problems.

The platform won't automatically spot recurring issues from your tickets and suggest new help articles to solve them. This leaves support managers with the manual work of digging through conversations to find trends, identify content gaps, and then create new articles themselves. It’s a slow, manual loop.

The true cost of AI is a guessing game

It's worth coming back to that $0.99 per resolution price for Fin. This model makes it incredibly hard to budget your support costs. As your support volume grows and your AI gets better at resolving tickets, your bill gets higher. In a way, you get penalized for scaling successfully.

This is a big difference from more modern tools that offer flat-rate, predictable pricing, which is a much healthier way for businesses to scale their automation.

How eesel AI enhances your Intercom reporting and workflow

This is where a tool like eesel AI can make a huge difference. It’s an AI platform that connects directly to the tools you already use, including Intercom, to solve the exact problems we just talked about. The best part? It works with your current helpdesk, so you don't have to go through a painful migration.

Bring all your knowledge together to improve Intercom reporting

eesel AI connects with over 100 sources right away, including Confluence, Google Docs, Slack, and even your old Intercom tickets. It pulls all that scattered information into one unified knowledge base.

This gives your AI agent a complete picture of your business, so it can give helpful, accurate answers based on all of your company's knowledge, not just what's in a single help center.

Get actionable insights beyond standard Intercom reporting

eesel AI has a cool simulation mode that lets you test the AI on thousands of your past tickets before you even turn it on for customers. This gives you a really accurate forecast of your potential resolution rate and cost savings, so you know what to expect.

On top of that, its analytics dashboard doesn't just show you what already happened; it points out gaps in your knowledge base. When it finds a common question that isn't covered by your help articles, it can automatically draft a new article based on a successful ticket resolution. It turns reactive analysis into proactive improvement.

Control your costs with predictable pricing

Here’s the biggest difference: eesel AI offers plans based on a predictable number of AI interactions, with no per-resolution fees. Your costs are fixed and clear. That means you can automate as much as you want without worrying about a massive bill at the end of the month. It's a much more sustainable way to grow.

Moving from Intercom reporting to intelligent action

Intercom offers a solid native reporting suite for analyzing what goes on inside its platform. But to get the full story, you have to look beyond its limits, especially when it comes to scattered knowledge and the unpredictable costs of its AI.

By pairing Intercom with a tool like eesel AI, you can break down those knowledge barriers, get more proactive insights from your data, and roll out powerful automation with costs you can actually plan for. The future of support isn’t just about tracking what happened; it’s about using AI to intelligently act on it.

Ready to see what your support data is really telling you? Sign up for eesel AI for free and connect your Intercom account in just a few minutes.