This article explains how Fin handles Zendesk tickets end-to-end — from the moment a ticket is created, through Fin's response, to what happens when Fin can't resolve the query and hands off to a human agent. Use this article to understand the flow before you set up Fin for Zendesk tickets.

Tickets in Zendesk can be created in several ways — for example, through web forms or via email. When a ticket is assigned to Fin, Fin reviews the ticket and attempts to resolve it using your knowledge base. You can also configure which tickets Fin should and shouldn't answer.

When a ticket is assigned to Fin in Zendesk, the "Let Fin answer" step in your Intercom workflow is triggered — this is the point where Fin starts responding to the ticket. You configure this step in your Intercom workflow; see the setup guide linked at the bottom of this article.

The following table shows an example of how Fin for Zendesk tickets handles an inbound email ticket — from the customer sending the email through to Fin resolving the query.

When a customer is not satisfied with Fin's response on a Zendesk ticket, they can request a human agent. To handle this, add the "Hand-off to Zendesk agent" step to your Intercom workflow. When triggered, Fin unassigns itself from the ticket so your team can pick it up.

The following table shows the handoff experience for Fin for Zendesk tickets — what the customer sees, what your team sees in Zendesk, and what the agent experience looks like when they take over the ticket.