If you've noticed discrepancies between the numbers displaying on your Intercom widgets and within Intercom's native reporting, it's possible one of the reasons below may account for the difference.
Metric definitions for First response time
In Geckoboard, the First response time metric is defined as the time from when the conversation started to the first teammate's reply. We use the conversation created at timestamp, exclude out-of-office hours, and include bot inbox time.
However, Intercom's reporting offers multiple possible definitions for this metric, and you'll want to check which is in use if comparing data.
Customer satisfaction score timestamp differences
In Geckoboard, the calculation for the Customer satisfaction metric matches Intercom's calculation: Count of conversations where the rating equals 4 or 5 / Count of all ratings submitted.
However, due to constraints with Intercom's API, the timestamp data used for the calculation is different:
Geckoboard uses the
satisfaction_rating.created_attimestamp that represents when the rating was requestedIntercom's reporting uses a different timestamp that represents when the rating was received
For example, if a satisfaction rating is requested on Friday, and the rating is received from a user on Monday, Geckoboard will use the Friday requested at timestamp, and Intercom will use the Monday received at timestamp.
The selected time period is longer than available data
When you first connect your Intercom data to Geckoboard, we import data from the past 90 days, and over time, we accumulate more of your data. While editing your widgets, you can select any time in the configuration, but how far back Geckoboard can visualize data is always limited by when you connect the Intercom and begin importing data.
If you need data beyond the initial import for your metric, please get in touch.
Timezone issue with daylight saving
If your Intercom workspace is set to the Europe, London timezone, the reports in Intercom are based on GMT+0. This means that during GMT+1 (British Summertime), Intercom’s Reports in the UI show incorrect data (offset by an hour). This bug, which might also happen with other timezones with daylight saving times, can cause Intercom’s data not to match ours.
Tickets are not supported
The Intercom data source does not currently support Tickets, which may lead to data discrepancies with metrics such as the number of Open conversations.
For each ticket in Intercom, an associated conversation is created. Certain updates on the ticket, such as adding a comment, trigger conversation events that our data source picks up, but not all ticket events will trigger an update.