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[Analytics] Filter analytics by user & conversation attributes

Reports

I want to be able to filter analytics in Support by user attributes (e.g., Role, Priority, Topic).

For example, if we set a 'Role' attribute to 'dispatcher', we want to see how many requests came from dispatchers, what their priority was, and what topics they contacted us about.

This is important for understanding request volume and trends across different user segments.

Posted by Andrii Bandiak ·
Status: Completed2 comments

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Comments2

  • Markus Palm changed status to Completed
    Team•

    Jul 27

    Pinned

    Hey! This is now supported with the new Reports product!

    You can filter Support reports using custom user, company, and conversation attributes.

    For example, filter to Team = Sales, then break down conversation volume by ‘Priority’ or ‘Topic’ to understand what that customer segment contacts you about.

    Report-level filters apply across every compatible chart, while chart-level filters can narrow individual metrics.

    Learn more about creating a custom report →

  • Jeroen Boks

    •

    Feb 26

    I would love to filter Feedback Stats on our defined segments.
    I really like the way segments are available for all kinds of cases (filter feedback, roadmap items). It would also be helpful to filter the analytics in the same way.
    Use case: I want to monitor onboarding customers (segment), to see if they start using the Featurebase feedback platform.