# "conversational support report"

**URL:** <https://community.hubspot.com/t/conversational-support-report/46550>\
**Category:** HubSpot Ideas\
**Tags:** reports, help-desk, analytics-tools, conversations-inbox\
**Created:** [November 5, 2021, 2:06pm UTC](https://community.hubspot.com/t/conversational-support-report/46550 "2021-11-05T14:06:18Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![JPitcher](https://avatars.discourse-cdn.com/v4/letter/j/e5b9ba/32.png) [@JPitcher](https://community.hubspot.com/u/JPitcher)\
**Post date:** [November 5, 2021, 2:06pm UTC](https://community.hubspot.com/t/conversational-support-report/46550/1 "2021-11-05T14:06:18Z")

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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:

> **[Conversational support report | Intercom Help](https://www.intercom.com/help/en/articles/5652381-conversational-support-report)**
>
> Understand how your customers get help, and the impact of Proactive and Self-serve support.

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](http://intercom.com/help/en/articles/5652381-the-conversational-support-report)

1. 

 ![JPitcher_2-1636121114536.jpg](https://d2qpr2jzcazej7.cloudfront.net/original/3X/b/f/bf56fe107f4d3d7d015509bd9d17323a32963d70.jpeg)