How does Fin integrate with Zendesk?

What is Fin?

Fin is the highest performing AI Agent for customer service, built to resolve even the most complex queries, on every channel. Fin integrates seamlessly with any helpdesk, so you can automate support without changing your setup. Fin doesn’t just answer questions—it takes action. From refunds and account changes to technical troubleshooting, Fin handles entire workflows from start to finish, with speed and reliability.

Fin can resolve all types of complex queries, across all customer channels, thanks to a continuous improvement loop called the Fin Flywheel. Train Fin on your Procedures, knowledge, and policies, test performance before launch, deploy across every channel, then analyze and improve with AI-powered Insights—so every query is resolved accurately and consistently.

How does Fin integrate with Zendesk?

Fin connects directly to your Zendesk instance and can start resolving queries in under an hour. There’s no disruption to your workflows—just faster, higher-quality support for your customers .

Fin connects to your Zendesk instance via API, syncing customer data, brand settings, and automation rules — so answers are personalized, conversations are routed to the right team, and every interaction follows your existing support logic. Fin is fast to deploy and starts resolving customer queries on day one, using your Zendesk help center content to respond with fast, accurate answers.

Fin’s integration with Zendesk also means it can analyze historical tickets and conversations to power Fin Insights, an AI-powered product that helps you monitor performance, explore Topics, and optimize Fin.

How to configure Fin and Zendesk

1. Set up Fin within your existing Zendesk workflow

Set Fin to triage chats, escalate to your agents in Zendesk, or create tickets—based on your support hours, routing logic, and hand-off preferences—so every conversation is handled the right way, every time.

2. Configure Fin for your brands, teams, and customer tiers

Use synced Zendesk data to configure Fin for each segment — so Fin’s answers and hand-offs automatically adjust by brand, customer tier, or support queue.

3. Connect Fin to your human support workflows

Fin updates Zendesk tickets and custom fields, adds AI-generated summaries, and hands off to human agents—reducing manual work and giving them the context to respond faster.

4. Enable omnichannel customer support

Fin works across your Zendesk channels, including tickets, live chat, email, voice, and social—so every customer gets faster, personalized support, no matter how they reach out.

• Zendesk Tickets: Fin picks up email and form-based conversations using your assignment rules and applies Fin-specific tags to simplify routing and reporting.
• Zendesk Messaging: Fin supports all Zendesk messaging channels — web, mobile, WhatsApp, Facebook, and more—delivering high-quality customer service wherever your customers reach out.
• Fin Messenger: You can also use the Fin Messenger with Zendesk. Conversations open as Zendesk tickets, so your team can manage them directly in Zendesk.
• Fin Voice: Connect Fin with your telephony system to deliver natural, AI-powered voice support.

5. Empower your agents with Copilot for Zendesk

Copilot gives every agent a personal AI assistant right inside Zendesk’s workspace. It delivers instant advice, insights, and answers from your public and private knowledge—so agents work smarter, move faster, and stay focused on delivering incredible customer experiences.

FAQs

What insights does Fin provide once integrated? Fin automatically analyzes historical tickets and cases across Zendesk to power Fin Insights—an AI-powered analytics product that helps you monitor performance, explore Topics, and continuously optimize Fin’s automation quality. 

Does Fin integrate with other platforms? Yes. Fin works with any helpdesk. You can set up Fin with your existing helpdesk or as part of the Intercom Customer Service Suite—with support for additional platforms and custom channels. Read more about the Fin and Zendesk integration here and the Fin and Salesforce integration here.