Issues is a new workflow that lets reviewers capture a problem on a Fin conversation, directly from that conversation during a QA review and track it through to resolution. Every Issue ticket collects in a central, workspace-wide Issues view, giving teammates a single place to see what needs fixing, who owns it, and what the status is.
You can:
Create an Issue ticket straight from a conversation, with a title, type, priority, and assignee.
Track everything in one Issues view, filterable by status and issue type.
Link the same Issue ticket to multiple conversations where the problem appeared.
Open an Issue ticket with Operator pre-loaded with context to help make the fix.
Attach multiple tracker tickets to the same conversation, including an Issue ticket alongside an existing feature request or bug report.
Note: Issues is available as part of the Pro add-on. This enables manually reported issues created during QA reviews. AI recommendations and system errors are coming soon.
Creating an Issue during a review
While reviewing a conversation in a Monitor, you can create an Issue from the Review tab, without leaving the conversation.
Open a conversation from the Unreviewed queue in Analyze > Monitors.
In the Review sidebar, scroll to the Issue section and click + Add.
In the search panel that opens, click + Tracker Ticket to create a new one.
Give it a Title, an optional Description, and set an Issue type and an Assignee or Team Inbox.
Click Create ticket.
A priority can be given once the issue has been submitted.
Tip: You can create an issue at any point during a review (you don't need to submit the scorecard first).
Issue types
Set an issue type when creating an issue to help the assignee understand what kind of fix is needed.
Issue type | Use it when |
Content | A knowledge base article or snippet is inaccurate, missing, or unclear |
Guidance | A Fin guidance rule needs to be created, updated, or removed |
Attributes | An attribute used in a conversation or routing rule is incorrect or missing |
Escalation | Fin is escalating too often, not enough, or to the wrong team |
Procedure | A Fin procedure has a logic error, a missing step, or incorrect behavior |
Workflow | An automation workflow is producing the wrong outcome |
Internal process | The issue relates to a team process rather than a Fin configuration setting |
Other | The issue doesn't fit any of the above categories |
Linking an Issue to multiple conversations
When the same problem turns up in more than one conversation, you can link an existing Issue to each one rather than filing a duplicate.
Open a conversation from the Unreviewed queue in Analyze > Monitors.
In the Review sidebar, scroll to the Issue section and click + Add.
Then search and select the existing issue you want to link the conversation to.
Viewing and managing issues
To view all issues, go to Analyze > Issues which takes you to the dedicated inbox view.
This view is workspace-wide so every issue created during a QA review appears here, regardless of which reviewer created it or which Monitor it came from.
Note: In standalone workspaces, teammates don't have an inbox. When an Issue is assigned to a teammate, it appears only in Analyze > Issues — not in a personal inbox.
Use it to:
See all open issues at a glance.
Check who each issue is assigned to.
Track status from submission through to resolution.
Issue statuses
Each issue moves through a set of statuses as it's worked on and resolved.
Status | What it means |
Submitted | The issue has been created and is waiting to be picked up |
In progress | The assignee is actively working on it |
Resolved | The issue has been fixed and closed |
Won't fix | The issue has been reviewed and won't be actioned |
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