The Contact reasons report shows what your customers contact you about. It counts conversations by contact reason, grouped under your categories.
Opening the Contact reasons report
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Go to Reports in the sidebar
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Click Contact reasons
What you'll see
Every reason with the number of conversations created in the selected period. A category's count includes the conversations in its sub-reasons.
Switch between three views with the icons above the chart:
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Treemap view: one tile per reason, sized by volume and colored by category. Click a category name above the chart to hide or show it. The report opens in this view.
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Bar view: one bar per category, with its count and share of the total. Click the arrow next to a category to open its sub-reasons. With a comparison period selected, each reason also shows the previous period and the change.
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Timeline view: a line chart of reasons over time. Choose Categories to chart top-level categories or All to chart every reason, and use the reasons menu next to it to pick which lines appear. Points are daily for ranges up to 30 days, weekly up to 90 days, and monthly for longer ranges.
Seeing the conversations behind a number
Click a tile in the treemap, or the View conversations icon next to a reason in the bar or timeline view. A list opens with the conversations that have that reason in the selected period.
Filtering and limits
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Date range and comparison: set them with the buttons above the chart. The report opens on the last 7 days. See Understanding reports
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Filters: the panel on the right narrows the report by Status, Agent, Inbox, Label, or CSAT. Use the icon next to Export to hide or show the panel
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Top 25 menu: treemap and bar views only. Show All, Top 10, 25, 50, 75, or 100 top-level reasons. The rest are grouped as "Others"
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Hide empty: bar view only, hides reasons with no conversations in the period. It's on by default
Export
Click Export to download a CSV for the selected date range and filters. It lists each category and the sub-reasons directly under it, with two counts per row: the total, and the conversations assigned to that exact reason.
Common uses
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Spot issue types that are growing week over week
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See which sub-reasons drive a category
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Find topics worth automating with your AI agent
Who can see it
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Plan: contact reasons and this report are available on the Plus plan. They aren't included in Free
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Roles: Admins and Managers can open the report
If you're an Admin or Manager on Plus and don't see Contact reasons under Reports, contact support from the chat inside the app.