This article explains how Fin integrates with Zendesk at an operational level. It covers how setup works, which Zendesk channels are supported, and how Fin interacts with tickets, messaging, workflows, and reporting.
Setup at a glance
You can set up Fin with Zendesk in a few simple steps:
Connect Fin to your Zendesk account.
Sync your knowledge base.
Customize Fin’s tone, behavior, and actions.
Test responses and enable Fin for customers.
Supported Zendesk channels
Fin can operate across multiple Zendesk channels. Each channel behaves slightly differently to match customer expectations.
Fin Messenger with Zendesk
Using the Fin Messenger provides a conversational experience while keeping Zendesk as the system of record. Conversations started in the Messenger appear as tickets in Zendesk, allowing your team to manage everything in one place. Learn more.
Zendesk messaging
Fin works across Zendesk messaging channels, including web, iOS, Android, WhatsApp, Facebook, and Instagram. Fin responds to incoming messages and escalates to a teammate when needed. Learn more.
Zendesk tickets
Fin can be assigned as an agent on Zendesk tickets created from email or contact forms. Fin uses conversation history for context and structures answers appropriately for each channel. Fin can also apply Fin-specific tags to tickets to support routing and reporting. Learn more.
Zendesk requirements
To use Fin with Zendesk messaging, your Zendesk plan must include access to the Sunshine API.
The Sunshine API is included in Zendesk Suite Professional, Enterprise, and Enterprise Plus plans.
If needed, Sunshine API access can be purchased separately through Zendesk.
Contact Zendesk directly to confirm licensing and plan eligibility.
Workflows and automations
Fin is used in conjunction with powerful drag-and-drop workflow automations:
Determine how Fin greets a customer
Route questions with AI by topic, sentiment, and more
Triage new cases
Collect customer information like email, name, etc.
Use Custom Answers for specific questions
Summarize the conversation with AI
Hand over to your team
And more
Reporting and performance insights
Since all tickets that Fin is involved in are captured on Zendesk, you can report on them using your reporting tools directly in Zendesk.
You can also track Fin’s performance and receive targeted improvements to optimize Fin using Insights.
