A ticket is created
Fin works in all supported ZD Messaging channels from web, mobile to whatsapp. When setting up Fin for Zendesk Messaging, you can choose which channels you'd like Fin to respond in.
Your workflow
The experience
Description | Visual |
Let's take an example of a customer who sends a message in the Zendesk Messenger | 
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With the right training, Fin should be able to resolve their query. | 
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Fin can't answer: "Hand-off to Zendesk agent" is used
When should I use this?
Best when you want to resolve customer queries as quickly as possible and have support agents available to answer.
Companies commonly use this during their office hours.
Your workflow
Add the "Hand-off to Zendesk agent" step.
The experience
Description | Visual |
End-user experience When Fin is unable to answer a customer's question, Fin can assign to an agent in Zendesk who can continue talking to the end-user in the Intercom Messenger. | 
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Your team's experience This creates a conversation in Zendesk for one of your agents to pick up and continue chatting to the end-user. | 
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End-user experience When your agent replies to the conversation, their replies appear in the Intercom Messenger creating a seamless experience for the end-user. | 
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Fin can't answer: "Create Zendesk ticket" is used
When should I use this?
Best when you have a small support team, or your team won't be immediately available to pick up the end-user query.
This is also commonly used outside of office hours, so your team can follow up with an end-user via email when they return.
Your workflow
Add the "Create Zendesk ticket" step
The experience
Description | Visual |
End-user experience Fin can create a ticket for an agent to pick up when they're ready. This closes the chat in the Intercom Messenger, and your team can continue talking to the end-user via email. | 
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Your team's experience A ticket gets created in Zendesk, that an agent can pick up when they're ready. | 
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