Why is a conversation marked as "deflected" even though an agent was involved in Zendesk?
Why is a conversation marked as "deflected" even though an agent was involved in Zendesk?
In Fin, a conversation is marked as deflected when Fin resolves it or automatically determines that no response is needed—usually because the incoming message has been flagged as junk or spam. This happens before any agent interaction takes place.
You might still see an agent assigned to the ticket in Zendesk, and they might have added internal notes or reassigned it, but if no public reply was sent and Fin previously flagged the message as spam, the conversation will still be counted as deflected in Fin’s reports.
Here’s how it works:
Fin’s spam detection identifies certain messages as junk/spam and chooses not to respond.
This action marks the conversation as deflected in Fin's reporting (e.g. the Custom Report).
However, Zendesk continues processing the ticket normally. That means:
Agents can be assigned.
Internal notes can be added.
The ticket can still go through your regular support workflows.
This setup allows Fin to avoid engaging with potentially harmful or irrelevant content, while your team retains full visibility and control to review and handle anything that was flagged incorrectly.
Can I customize the reply options Fin gives over email?
Can I customize the reply options Fin gives over email?
When Fin replies to Zendesk tickets over email, it will include two reply buttons which can be customized by you:
Go to Settings > Reply settings.
Under "Fin's reply buttons" section, you can customize Fin's resolution and escalation button text for email communications.
However, Fin will also include the following advice for customers to respond over email:
"Did that help?
Reply with "That helped" if this answers your question.
Reply with "Ask a person" if you would like help from our team.
Just reply to this email if you have another question."
This is built into Fin's responses over email and can't be customized. It is sent to help set clear expectations for the customer about who is providing assistance and how they can receive additional help.
I updated a Zendesk ticket field name, but it still shows the old name when building a workflow. How do I fix this?
I updated a Zendesk ticket field name, but it still shows the old name when building a workflow. How do I fix this?
If you’ve renamed a ticket field in Zendesk and the new name isn’t reflected in Fin’s workflow builder, it’s likely because the integration needs to be manually re-synced.
To update the ticket field names:
Go to Settings > Zendesk Integration in your Fin workspace.
Click on Topics.
Click Re-sync.
Refresh your browser afterward.
This will update the ticket field names across the Fin platform, including the workflow builder, ensuring they reflect the most recent names from Zendesk.
Why aren’t Fin’s conversation tags appearing in my Fin Custom Report?
Why aren’t Fin’s conversation tags appearing in my Fin Custom Report?
This is expected behavior. Conversation tags in your Fin workspace are different from the tags Fin applies in Zendesk.
When Fin interacts with Zendesk tickets, it automatically applies specific tags in Zendesk to help with routing and reporting:
fin-involved– Added to any conversation assigned to Fin.fin-resolved– Added when Fin resolves a ticket (either soft or hard resolution).fin-soft-resolution– Indicates a resolution by Fin that the customer hasn’t yet confirmed.fin-hard-resolution– Replacesfin-soft-resolutionwhen the customer confirms that Fin’s answer helped.fin-routed-to-team– Added when Fin hands off the conversation to a human teammate.
However, these tags do not appear inside the Fin workspace and therefore are not included in the “Conversation tag” filter within your Fin Custom Report. Instead, tags visible in that section are only those you’ve manually created and applied within your Fin workspace.
Your Fin Custom Report does include breakdowns on involvement, resolution rates, and handoffs to the team, based on Fin's behavior—just not based on Zendesk tags.
If you want to filter reports using tags like fin-involved or fin-resolved, you can do so directly in Zendesk’s reporting tools where those tags are applied and available.
Why is Fin not sending a response when I send a test email even though the ticket is assigned to Fin?
Why is Fin not sending a response when I send a test email even though the ticket is assigned to Fin?
Important: Fin is designed to respond only to tickets it’s currently assigned to. So if you see “Fin isn’t responding,” it can be the intended behavior—something (usually a Zendesk trigger) may have assigned the ticket away from Fin.
If your test tickets are being assigned to Fin but you’re not seeing any response, the most likely reasons are either a missing step in your Zendesk workflow or a lack of relevant knowledge for Fin to respond with.
Expect Processing Time
Fin typically requires 30–60 seconds to generate a reply over email. Ensure you wait sufficient time after assigning the ticket to Fin before investigating further.
Verification Steps
Check the conversation events in your Fin workspace to ensure that Fin's processes were initiated.
Ensure that the workspace is integrated with a supported platform, such as Zendesk. Unsupported integrations can bypass Fin’s automation entirely.
Here are a few things to double-check:
Assignment to Fin: If the trigger is working and tickets are assigned to Fin, that’s great. When this happens, Fin should apply the
fin-involvedtag. If that tag isn’t appearing, it may indicate Fin didn’t take action on the ticket.“Let Fin answer” step: Fin will only respond if your workflow explicitly includes the “Let Fin answer” step. This is what signals Fin to attempt a response on the ticket. Without this step, Fin won’t reply even if the ticket is assigned correctly.
Content access: If the setup is correct but Fin still isn’t responding, it’s possible that Fin doesn’t have relevant content available to answer the query. You can test this by sending a question you know is covered in your Help Center or Fin knowledge base. Here’s our detailed setup guide for Zendesk, just in case: Fin for Zendesk Tickets – Set Up
Fin assignment trigger is active and doing the assigning
In Zendesk, review the Fin-created triggers and look for anything Inactive, changed, or out of order.
Start with the trigger that assigns new tickets to Fin (often named something like “Assign to Fin”) and confirm it’s firing when new tickets are created.
No other triggers are unassigning Fin
Check your other Zendesk triggers/automations for actions that change Assignee (or otherwise move the ticket away from the Fin agent) after it’s assigned to Fin.
This includes “failsafe” or routing triggers that might be kicking in unexpectedly.
How do I switch my connected Zendesk subdomain after rebranding?
How do I switch my connected Zendesk subdomain after rebranding?
If your organization undergoes a rebranding and your Zendesk domain changes, you'll need to update your Fin workspace to connect to the new Zendesk subdomain. Follow these steps:
Pause Fin on active channels: Ensure Fin is paused in any live channels to avoid interruptions during the update.
Go to deploy: Navigate to Deploy > Zendesk tickets.
Connect to the new subdomain:
Under the "Connect to the Zendesk API" section, select Connect.
Enter the new subdomain (e.g., replacing the old domain with the new one).
Provide your Zendesk email and a new API token. You can generate a token by going to Zendesk’s Admin Center: Apps and integrations > APIs > Add API token.
Complete the update: Click Connect to the Zendesk API to finalize the new integration.
Finally, review your Fin workspace content:
Remove any imported or added content tied to the old Zendesk subdomain that is no longer relevant.
Add updated content associated with the new Zendesk domain.
By following these steps, you can seamlessly switch your Fin workspace to a new Zendesk domain and maintain a consistent support experience.
Can I use Fin to respond to direct emails sent to my support address?
Can I use Fin to respond to direct emails sent to my support address?
Yes. If direct emails to support@example.com create tickets in Zendesk, Fin can respond to them. Once a ticket is created—whether from a web form or a direct email—you can assign it to Fin using the Let Fin handle step in your workflow. Fin will reply to the customer via email, using the same channel the ticket originated from.
What happens to triggers configured for Fin in Zendesk when I disconnect and reconnect the Zendesk API for troubleshooting?
What happens to triggers configured for Fin in Zendesk when I disconnect and reconnect the Zendesk API for troubleshooting?
If you recently disconnected/reconnected Zendesk, Fin will recreate its required triggers—so it’s worth re-checking which triggers are active and whether any customizations were overwritten or duplicated.
What happens during disconnect and reconnect
Fin creates Zendesk triggers as part of the integration setup. These include triggers for assignment, conversation updates, resolution, and failsafe actions.
Reconnecting the API recreates Fin’s Zendesk triggers. During reconnection, Fin will prompt you to select the Zendesk agent identity and will (re)create the required triggers in Zendesk.
Customized triggers may be affected. If you previously customized Fin’s default Zendesk triggers, they may be overwritten or duplicated during reconnection. You should review your triggers afterward and reapply any customizations if needed.
OAuth may be required when reconnecting. Zendesk is deprecating API token authentication. If you haven’t already switched to OAuth, reconnection will require OAuth, and a persistent banner will appear in your Fin workspace until OAuth is enabled.
Fin workflows are preserved. Disconnecting and reconnecting the Zendesk API does not delete or reset your Fin workflows. As a best practice, document your workflow configuration before making changes.
Zendesk triggers are managed in Zendesk, not Fin. If you have additional Zendesk triggers or automations that interact with Fin, you should double-check their status after reconnecting.
Best practices
Pause Fin on active channels before disconnecting to avoid unexpected ticket handling.
Review and test Zendesk triggers after reconnecting to ensure assignment, resolution, and failsafe behavior work as expected.
Watch for dependency issues in Zendesk. If you encounter errors when disconnecting (for example, due to trigger dependencies), you may need to adjust or reorder Zendesk triggers or integrations before reconnecting.