Freshworks is the company behind Freshdesk and Freshchat, two of the most widely used support products around. Fin AI Agent plugs directly into both, resolving customer questions automatically with no platform migration and no disruption to your team.
You can connect Fin to Freshdesk for email tickets, Freshchat for live messaging, or both. When Fin cannot resolve an issue, it automatically hands off the conversation to your human team in Freshworks.
Key benefits
Keep Freshworks as your system of record: Continue managing tickets and conversations in Freshdesk and Freshchat while Fin handles customer questions.
Resolve more questions automatically: Fin can resolve a large percentage of support volume before a teammate needs to step in.
Fast time to value: Connect Fin to Freshworks, sync your knowledge base, and start testing responses quickly.
Seamless handoff to teammates: When Fin cannot resolve a question, it transfers the conversation or ticket to your team in Freshdesk or Freshchat.
Works across channels: Deploy Fin on Freshdesk tickets (email), Freshchat live messaging, or both.
How Fin works with Freshworks
Before diving in, here's a quick orientation on how the overall process works:
Train: Import your support content and configure how Fin should communicate and when it should escalate.
Test: Ask real customer questions and review Fin's responses before going live.
Deploy: Enable Fin on the Freshworks channels you choose: Freshdesk tickets, Freshchat, or both.
Analyze: Review performance and improve Fin's responses over time. The Analyze section includes the Customer Experience (CX) Score, an AI-driven metric that analyzes customer sentiment, alongside topic trends, resolution rates, and suggestions for knowledge gaps. These are available with the Pro add-on.
Note: For step-by-step setup instructions, see Fin for Freshdesk tickets: Setup and Fin Messenger: Freshchat setup.
Where you can use Fin for Freshworks
Freshdesk and Freshchat are separate products with separate APIs and credentials. They are configured independently, even if you're on the Freshworks "Omni" bundle.
Freshdesk tickets
Fin responds to incoming email tickets assigned to it in Freshdesk. Replies sync back to the ticket, and Fin hands off to your agent queue when needed.
For step-by-step instructions, see Fin for Freshdesk tickets: Setup.
Fin Messenger with Freshchat handoff
Customers chat with Fin via the Intercom Messenger. When Fin cannot help, the conversation is handed to a Freshchat agent group with full conversation history intact.
For step-by-step instructions, see Fin Messenger: Freshchat setup.
Fin Messenger with Freshdesk ticket handoff
A Freshdesk ticket can be created directly from a Messenger conversation as a handoff mechanism.
Pricing
Fin pricing is designed to scale with your usage:
Base fee: $49/month including 50 AI resolutions.
Pay as you grow: $0.99 per additional resolution.
Unlimited teammates: No seat-based pricing.
Usage controls: Set limits to manage monthly spend.
Get started
To start using Fin with Freshworks:
Sign up for Fin.
Import your knowledge base content.
Follow the setup guide for your channel: Fin for Freshdesk tickets: Setup for email tickets, or Fin Messenger: Freshchat setup for live messaging.
FAQs
Does Fin replace Freshworks?
Does Fin replace Freshworks?
No, Fin works alongside Freshworks, not instead of it. Your team continues managing tickets and conversations in Freshdesk and Freshchat. Fin handles the questions it can resolve automatically; everything else goes to your human team as normal.
Do I need both Freshdesk and Freshchat to use Fin?
Do I need both Freshdesk and Freshchat to use Fin?
No, Freshdesk and Freshchat are separate integrations. You can connect one or both depending on your support setup.
How does Fin know what to say?
How does Fin know what to say?
Fin generates responses based on the knowledge sources you configure — your Freshdesk help articles, imported content, and any other sources you connect. The more relevant content you provide, the better Fin performs.
What counts as a resolution for billing purposes?
What counts as a resolution for billing purposes?
An AI resolution is counted when Fin resolves a customer question without a human teammate needing to step in. Your plan includes 50 resolutions per month, with additional outcomes billed at $0.99 each.
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