Fin for Zendesk tickets: FAQs

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.

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.

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:

This will update the ticket field names across the Fin platform, including the workflow builder, ensuring they reflect the most recent names from Zendesk.

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:

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.

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.

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.

Here are a few things to double-check:

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:

Finally, review your Fin workspace content:

By following these steps, you can seamlessly switch your Fin workspace to a new Zendesk domain and maintain a consistent support experience.

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.

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. For a full breakdown of each trigger and what it does, see Understanding Fin's Zendesk Triggers.

The Company Name in a Zendesk ticket is populated using a variable in the Fin workflow configuration. However, this variable can only pull the name if the User involved in the conversation is associated with a Company in Fin. If no such association exists, the Company Name field will instead display a fallback value, if a fallback has been configured.

To make sure the Company Name appears in the Zendesk tickets generated:

If you’re seeing an error similar to below:

"Failed to handoff to new Zendesk ticket.

​Intercom error details:

​Intercom Request ID: 00593v4q2hugigda4ptg

​Intercom Job ID: vmulk01gct

​An error has occurred. Please contact Intercom support."

Please check if you have any IP restrictions in place, as this is usually the cause of these issues. If you do, there are two options to resolve this: