When you connect Fin to Zendesk, a set of triggers will automatically be created in your Zendesk workspace. These triggers manage how tickets are assigned to Fin, how Fin is notified about updates, and how ticket statuses change as Fin works.
Important: Modifying certain triggers incorrectly can break Fin's ability to respond to tickets. This article explains what each trigger does and what's safe to change.
Fin's Zendesk Triggers
Trigger | Purpose | Can I edit it? |
When new tickets are created, assign them to Fin | Routes new tickets to Fin for handling | Yes — conditions only |
When a ticket is created with the subject "Fin Test", assign to Fin | Lets you test that Fin is working | No |
When there's updates to a conversation that Fin is assigned to, notify Fin | Tells Fin when a customer replies | Do not modify |
When Fin resolves a ticket, mark as Solved | Updates ticket status after Fin resolves it | Do not modify |
When Fin does not resolve a ticket, mark as Pending | Updates ticket status when Fin can't resolve | Do not modify |
When Fin does not provide an answer, mark as Open | Updates ticket status when Fin has no answer | Do not modify |
When a Messaging ticket is created, ended or solved, notify Fin | Notifies Fin about messaging channel tickets | Do not modify |
The Assign Trigger
Trigger name: When new tickets are created, assign them to Fin
This is the only trigger you should modify, and only by adding conditions to control which tickets Fin handles.
What it does
When a new ticket is created in Zendesk, this trigger assigns it to Fin so Fin can respond. It's disabled by default — you enable it when you're ready for Fin to start handling tickets.
Default conditions
The ticket was just created (not updated)
The ticket did not come from a messaging channel (those are handled by a separate trigger)
The ticket is not already tagged fin-routed-to-team (prevents Fin from picking up tickets that were already handed off to a human)
What you can safely change
You can add conditions to filter which tickets Fin receives. For example:
By brand: Only assign Fin to tickets from a specific brand
By group: Only assign Fin to tickets in a specific group
By form: Only assign Fin to tickets submitted via a specific form
By channel: Only assign Fin to tickets from email, web form, etc.
By tags: Exclude tickets tagged "vip" or "urgent" from Fin
By custom fields: Use any custom ticket field to filter
What you must NOT change
The assign action. The trigger must assign the ticket to the Fin user. If you remove or change this action, Fin won't receive any tickets.
The existing default conditions. Don't remove the messaging channel exclusion or the fin-routed-to-team tag check — these prevent conflicts with other triggers and stop tickets from looping back to Fin after handoff.
The Test Trigger
Trigger name: When a ticket is created with the subject "Fin Test", assign to Fin
This trigger exists so you can test Fin without enabling the main assign trigger. Create a ticket with the subject "Fin Test" and it will be assigned to Fin regardless of other conditions.
Do not modify this trigger. It's a simple utility trigger — there's nothing to customize.
The Webhook Trigger
Trigger name: When there's updates to a conversation that Fin is assigned to, notify Fin
What it does
When a customer replies to a ticket that Fin is assigned to, this trigger sends a webhook notification to Intercom so Fin can read the message and respond. Without this trigger, Fin has no way of knowing a customer said something.
Why you must not modify it
Removing the webhook action disconnects Fin entirely — it will never respond to follow-up messages
Changing the conditions could cause Fin to miss updates or get notified about the wrong tickets
The trigger excludes Fin's own updates to prevent notification loops
Status Triggers
These three triggers work together to update ticket statuses as Fin processes a conversation. They map directly to Fin's resolution lifecycle.
When Fin resolves a ticket, mark as Solved
Fires when Fin determines it has successfully answered the customer's question. It:
Sets the ticket status to Solved
Adds the tag fin-resolved
This trigger checks for Fin's internal resolution tags (fin-soft-resolution, fin-hard-resolution, or fin-redirected-to-ticket) and only fires on API updates — meaning it only responds to Fin's own actions, not manual changes.
When Fin does not resolve a ticket, mark as Pending
Fires when Fin responded to a ticket but did not provide an answer — for example, Fin asked a clarifying question, greeted the customer, or otherwise replied without resolving the query. It:
Sets the ticket status to Pending
Adds the tag fin-unresolved
This means Fin is still engaged with the ticket but hasn't solved the query yet. The ticket remains visible to your team so they can monitor it, but Fin may still resolve it on a subsequent turn.
When Fin does not provide an answer, mark as Open
Fires when Fin can't find a relevant answer or when a customer replies after handoff. It:
Sets the ticket status to Open
Adds the tag fin-unresolved
This ensures tickets don't get stuck — they surface in your team's queue for follow-up.
Why you must not modify these triggers
Changing statuses breaks Fin's ability to track where each ticket is in its lifecycle
Removing or changing tags causes triggers to misfire or loop. Tags like fin-resolved, fin-pending, fin-routed-to-team, and fin-unresolved are how Fin and these triggers communicate state with each other.
Changing the "via API" condition could cause the trigger to fire on manual agent actions, not just Fin's updates
The Messaging Ticket Trigger
Trigger name: When a Messaging ticket is created, ended or solved, notify Fin
What it does
This trigger handles tickets that come through Zendesk's messaging channels (chat, social, etc.) rather than email/web form. It notifies Fin when:
A new messaging ticket is created
A messaging session ends
A messaging ticket is solved
It also passes CSAT survey information so Fin can track customer satisfaction.
Why you must not modify it
This trigger's conditions are specifically tuned to messaging channel IDs and session states. Modifying it can cause Fin to miss messaging tickets entirely or fail to collect CSAT data.
Troubleshooting Fin's Zendesk Triggers
Fin stopped responding to tickets
Check that the assign trigger (When new tickets are created, assign them to Fin) is active (enabled).
Verify the assign action still points to the Fin user — if this was removed or changed, Fin won't receive tickets.
Check that the webhook trigger is still active — without it, Fin can't see customer replies.
Tickets are stuck in one status
Check that the resolution, pending, and open triggers haven't been modified.
Look for missing tags — if fin-resolved, fin-pending, or fin-unresolved tags were removed from trigger actions, status transitions will break.
Fin keeps responding after handing off to a human
Check that the fin-routed-to-team tag condition is still present on the assign trigger.
This tag prevents Fin from picking up tickets that were already handed to your team.
Fin isn't handling messaging tickets
Check that the messaging ticket trigger is active and unmodified.
Verify your messaging channel is included in the trigger's conditions.
Tip: If you're still having issues, use the trigger health diagnostic in your Intercom admin settings to compare your current Zendesk triggers against the expected configuration. This will highlight exactly which triggers have been modified and what needs to be restored.
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