Hey there!
I found an awesome report over at Intercom that I’d love to implement in HubSpot, but it seems that the process to do so might be a bit complex, so wondered if it might be better-accomplished by someone with the backend knowledge and product access at HubSpot.
Here’s the Intercom page that describes this:
1. This feature is for Support teams
2. The goal is to find out aggregate numbers (pretty graph optional, but extra credit if it looks cool) of customers that self-serve to completion of their need and those that either contact support from the beginning or try to self-serve, then go on to a customer service agent.
3. This report would allow fine-tuning of KB content and also training of support staff should numbers reveal that a significant fraction of customers end up not resolving their issue.
4. Conversational support report | Intercom Help
