To build a CSAT report in Intercom, open Reports → Surveyed CSAT, set the date range, and filter by teammate, tag, or channel. Review CSAT score alongside request and response rates, then export CSV when you need a deeper weekly pivot. Pair surveyed feedback with CX Score or rubric-based QA when you need coverage beyond respondents.
This walkthrough covers the exact Intercom paths, a Friday review template, and what to add when Reports alone is not enough for your team.
Intercom Reports shows CSAT on rated conversations only. Supportman posts every rating to Slack in real time, scores unrated threads with IQS, and delivers a Friday summary without anyone opening Reports.
Where to find CSAT in Intercom
- In Intercom, go to Reports → Surveyed CSAT.
- Select your date range (last 7 days for weekly ops, last 30 for trends).
- Note the headline CSAT percentage and response count.
- Drill into Teammate performance for per-agent breakdowns.
For metric definitions, see every Intercom metric explained. For targets, see Intercom CSAT benchmarks.
Build a weekly CSAT report
Copy this section order into a recurring doc or Slack post:
| Section | Intercom source | Action if off-target |
|---|---|---|
| Headline CSAT % | Reports → Surveyed CSAT | Compare to your 4-week baseline, not industry averages |
| Rating count | Same report | Low count = noisy signal; check response rate |
| DSAT count (1–2 ratings) | Filter by rating score | Pick one thread for Monday coaching |
| Median first response time | Reports → Response and wait times | Split chat vs email |
| Volume vs prior week | Reports → Inbound volume | Flag product launches or outages |
Full template: weekly customer support report template.
Segment CSAT by channel and teammate
Blended CSAT hides problems. Minimum segments:
- Channel: chat vs email (expectations differ)
- Teammate: individual trends, not leaderboard shaming
- Tag or product area: billing vs technical if tags are clean
Export CSV from Reports when you need pivot tables. Keep segment count small — three dimensions max in a weekly review.
Split Fin from human CSAT
When Fin handles tier-one questions, blended CSAT mixes bot and human performance. Filter Reports by Fin assignee or tag Fin-resolved conversations before comparing to human-only benchmarks.
Human and Fin CSAT should not share the same target. Fin often scores lower on complex edge cases; humans often score higher on empathy-heavy threads. See how to measure Fin CSAT performance.
What Intercom CSAT reports leave out
- Survey coverage: Surveyed CSAT only scores respondents; CX Score is the separate Intercom option for broader coverage.
- Real-time DSAT routing: Reports updates on Intercom’s schedule, not in Slack.
- Per-agent Slack delivery: Reps do not see their trend unless you forward exports.
- Separate QA workflow: Monitors and Custom Scorecards live in the Pro add-on rather than the Surveyed CSAT report.
Gap analysis: 7 things Intercom Reports cannot show you. Fix for Slack delivery: send Intercom ratings to Slack.
Intercom CSAT report FAQ
How do I pull a CSAT report in Intercom?
Go to Reports → Surveyed CSAT, choose your date range, and apply the available teammate, tag, or channel filters. Export CSV for deeper analysis or scheduled reviews.
What is a good CSAT score in Intercom Reports?
Intercom does not publish a universal platform benchmark. Start with your own trend and compare like-for-like channels and intent mixes. Our Intercom CSAT benchmark framework explains practical operating bands using published customer examples.
Can Intercom report on unrated conversations?
Yes, through CX Score, which is separate from Surveyed CSAT and requires the Pro add-on. Monitors and Custom Scorecards can also evaluate matched conversations against QA criteria.
How often should I review Intercom CSAT?
Weekly for team ops (Friday cadence), daily monitoring on DSAT count during staffed hours. Monthly for executive summaries.