Fin Ai Agent Access to Tracker Tickets for SMART bug Categorization, handling, and communication | Community
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Fin Ai Agent Access to Tracker Tickets for SMART bug Categorization, handling, and communication

Related products:Fin & AITickets
  • March 5, 2026
  • 1 reply
  • 20 views
Trevor
Innovator ✨
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The Problem:

We have bugs that arise, just like any other tech company. We’re constantly innovating and pushing updates, and therefore encounter unexpected issues. We typically fix widespread issues and outages very quickly. And we link all customers to a tracker ticket. Fin spends way too much time blindly leading a customer through troubleshooting steps, when there’s a deeper issue Fin is unaware of. 

How we solve today:

It takes a lot of effort to create a snippet, and create guidance for the snippet, to quickly train Fin on a known issue. And then that guidance and snippet has to be manually deleted hours or days later when the issue is resolved. It’s constantly evolving, requiring multiple steps. We create tracker tickets to inform customers and human agents of the progress of issues like this. So I’m training my agents and Fin separately, in two different places. 

The Dream Scenario:

  • Awareness: Fin is aware of all active Tracker Tickets logged by human agents.

  • Mitigation: Fin automatically offers a workaround to the customer if one is documented.

  • Proactive Subscription: Fin asks the customer if they would like to be notified of updates regarding the bug.

  • Automation: Upon confirmation, Fin automatically links the conversation to the Tracker Ticket and converts the conversation into a customer ticket.

  • Persistence: Fin remains the primary point of contact unless the issue requires human escalation.

  • Resolution Loop: When the Tracker Ticket is marked "Resolved," Fin proactively follows up with the customer to confirm the fix is working for them.

Proposed Implementation in Intercom

  1. Tracker Ticket Settings
    1. Add a "Sync to Fin AI" toggle on Tracker Tickets (or enable this by default for specific Ticket Types).
    2. When enabled, provide specific AI-optimized fields:

      • Symptoms: Describe what a customer would experience (to help Fin match the issue).

      • Workarounds: Step-by-step instructions for Fin to provide.

      • Target Audience: Specific conditions or user segments impacted.

      • Auto-Link: Toggle option to allow Fin to automatically link users to a Tracker Ticket.

      • Auto-Ticket Creation: Toggle option for Fin to generate a linked conversation ticket automatically upon bug identification.

Trevor Kimball | Support Team Manager

    1 reply

    S
    • Shayla C
    • New Participant
    • May 5, 2026

    Hi, Trevor! Love this idea. 

    Can you tell me a bit more about how you’re currently setting up your snippets for Fin to understand known issues?

    I attempted something similar with an internal article and different pieces of guidance, but Fin was latching onto the slightest resemblance of an issue in a customer’s description and was stating with total confidence that something was a bug, when it was not. 

    I was up for the manual lift of updating Fin content if it meant that it could resolve conversations regarding known issues, but stating that things that might’ve been a small workflow issue are bugs didn’t fly for me and my team. 

    Would love to hear how you are tackling this! 

     
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