Fin writes tags back to Freshdesk on every update. They're the fastest way to see what Fin did, and they're what your own automation rules should be built on.
What each tag means
Fin applies the following tags to Freshdesk tickets throughout the ticket lifecycle:
Tag | What it means |
fin-involved | Fin took part in the conversation. |
fin-hard-resolution | Fin answered and the question was genuinely resolved. |
fin-soft-resolution | Fin replied, but the resolution is assumed, not confirmed. |
fin-resolved | Applied for either resolution type — hard or soft. |
fin-routed-to-team | Fin handed the conversation to your team. |
fin-failed | Fin took the conversation but never answered, so it was released. |
fin-pending | Fin still owns the ticket and is waiting on a reply from your customer. |
fin-user-replied | Your customer has just replied to Fin. |
fin-unresolved | Fin is engaged but hasn't solved the issue yet — it may still do so on a later reply. |
fin-marked-as-spam | Fin classified the conversation as spam. |
fin-redirected-to-ticket | Fin created a ticket from the conversation. |
The one that catches everyone out
fin-resolved is applied for both hard and soft resolutions, so on its own it doesn't tell you whether the question was actually answered.
A soft resolution is recorded as soon as Fin sends a reply, before it's known whether that reply solved anything. So if Fin asks a clarifying question, the ticket can pick up fin-soft-resolution and fin-resolved while Fin is still mid-conversation.
If your automation rule watches fin-resolved, it fires at that moment and marks the ticket solved too early.
Tip: Build your automation rules on fin-hard-resolution instead. That tag is only applied when the question was genuinely resolved.
Stop customers getting an email on every Fin reply
Fin sets a ticket to resolved each time it answers, and it never sets it to closed. Any automation rule of yours keyed on resolved will therefore fire on every Fin reply — most often a resolution email, which your customers receive before the conversation is over.
The fix: Switch off your own requester notification for agent resolves a ticket. You don't have to leave customers without one — Fin ships an inactive replacement rule, When agent resolves a ticket, send email to ticket requester, which behaves identically except that it skips tickets Fin resolved. Turn yours off and Fin's on.
CSAT surveys
Move your CSAT trigger to fire on closed rather than resolved. Because Fin opens and resolves a ticket repeatedly across a conversation's life, you should only send your survey on a permanent close — otherwise your customer receives one each time.
Fin's emails have no signature
Set one in Settings → Reply Settings → Email Signature on the Fin side. It applies to ticket replies, not chat.
FAQs
What's the difference between fin-resolved and fin-hard-resolution?
fin-resolved is applied for both hard and soft resolutions. fin-hard-resolution is only applied when the customer's question was genuinely answered. Use fin-hard-resolution as the trigger for your own automation rules.
Why is my resolution email sending before the conversation is finished?
Your automation rule is likely watching fin-resolved or the resolved ticket status. Fin sets tickets to resolved on every reply, not just at the end of a conversation. Switch off your requester notification for agent resolves a ticket and enable Fin's built-in replacement rule instead, which skips tickets Fin resolved.
Why is my CSAT survey sending multiple times?
Fin opens and resolves a ticket repeatedly across a conversation's life. Move your survey trigger to fire on closed rather than resolved so it only sends once, at the end.
Why does fin-resolved appear before Fin has finished the conversation?
This is expected behavior. Fin applies fin-soft-resolution (and therefore fin-resolved) as soon as it sends a reply — before it knows whether that reply solved anything. If the customer replies again, Fin continues the conversation. Use fin-hard-resolution if you need a tag that only appears once the question is confirmed resolved.
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