Use this article to understand what Fin currently can't do when deployed on Freshdesk or Freshchat, so you can set expectations with your team before going live. These are current limits for Freshdesk and Freshchat users — not settings you can change.
Tickets and conversations
Does Fin read the ticket subject?
No. Fin is given the ticket description; the subject becomes the conversation title. If your customers put the question in the subject and the detail in the body, Fin only sees the body.
Can one conversation map to more than one ticket?
No. One conversation maps to exactly one ticket, and there's no multi-party or loop-in (CC/BCC) flow.
Handoff
Does the full conversation context reach Freshdesk on handoff?
No. Conversation context doesn't carry into Freshdesk on handover, and Freshchat handoff transcripts arrive unformatted, with no summary or screenshots.
Can Fin’s summary be in English if the conversation was in another language?
No. Fin’s summary stays in your customer’s language.
Can flow buttons route handoffs to different groups on Freshchat?
No. Flow buttons cannot route handoffs to different groups on Freshchat.
Rollout
Can I roll Fin out gradually, or test it on a subset of conversations?
There’s no built-in gradual rollout, and there are no test environments currently. When you set Fin live, it joins live, in-progress conversations straight away.
Tip: You can approximate a controlled test by adding a filter to your Assign Fin rule so only tickets matching your test criteria reach Fin. Remove the filter when you’re happy.
Do usage limits act as a kill switch?
No. A usage limit only applies to new conversations and can’t cap spend mid-conversation. To stop Fin, pause the channel.
Data
Can I redact personally identifiable information (PII) before Fin sees it?
No, and middleware won't achieve it. Fin uses Freshdesk's webhook only as a trigger, then reads the conversation from Freshdesk's API — so it never receives a payload you could intercept or redact.
Can imported conversations be deleted?
No. If you need customer data removed, ask about redaction rather than deletion.
Does write-back update existing contacts?
No. Write-back (syncing Fin's data back to Freshdesk contacts) only applies to new contacts; there's no backfill for existing ones.
Reporting
Why are Insights and topics empty?
Insights and topics need Fin to be live for around a week, with roughly 90 days of history, before they populate.
FAQs
Quick answers to the most common questions about Fin’s limits on Freshdesk and Freshchat.
Why does Fin miss questions that are only in the ticket subject?
Fin is given the ticket description, not the subject. The subject becomes the conversation title in Intercom. Encourage customers to include their full question in the body of the ticket.
Is there a way to test Fin before going fully live?
There’s no dedicated test environment, but you can add a filter to your Assign Fin rule to limit which tickets Fin handles during testing. Remove the filter when you’re ready to go fully live.
Why can’t I intercept the data Fin receives to remove PII?
Fin uses Freshdesk’s webhook only as a trigger — it then fetches the full conversation directly from Freshdesk’s API. There is no payload in the middle you can intercept or redact.
How do I stop Fin immediately?
Pause the channel. Usage limits only apply to new conversations and cannot stop Fin mid-conversation.
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