how can we set the language of fin's ticket title and ticket description autofill? | Community
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how can we set the language of fin's ticket title and ticket description autofill?

  • March 11, 2026
  • 1 reply
  • 74 views
C

Fin autofills ticket descriptions and titles, but in the language of the customer. This is a good feature for customer-facing tickets, but our 2nd line support are only speaking English. We need to be able to set the language of Fin’s auto descriptions. 

Best answer by Dara K

Hey ​@CarterLaka 

Right now, Fin writes ticket titles/descriptions in the same language as the customer/conversation. There isn’t a setting to force those internal fields into a specific language (like English) while still replying to the customer in their language, so what you’re seeing with non-English autofilled titles/descriptions is expected and not configurable today.

In the meantime, the only practical workarounds are process-based, e.g.:

  • Having L2 agents use browser translation or help desk translation on the title/description when needed, or
  • If you’re using Procedures for certain flows, adding an extra internal-summary step in the Procedure that explicitly instructs Fin to generate an English summary field for L2 to rely on.

You can check out our Product Wishlist to see if anyone has requested this feature, or submit the feature request yourself and hopefully we can implement something like this in the future.

1 reply

D
Intercom Team
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  • Dara KIntercom Team
  • Intercom Team
  • Answer
  • March 20, 2026

Hey ​@CarterLaka 

Right now, Fin writes ticket titles/descriptions in the same language as the customer/conversation. There isn’t a setting to force those internal fields into a specific language (like English) while still replying to the customer in their language, so what you’re seeing with non-English autofilled titles/descriptions is expected and not configurable today.

In the meantime, the only practical workarounds are process-based, e.g.:

  • Having L2 agents use browser translation or help desk translation on the title/description when needed, or
  • If you’re using Procedures for certain flows, adding an extra internal-summary step in the Procedure that explicitly instructs Fin to generate an English summary field for L2 to rely on.

You can check out our Product Wishlist to see if anyone has requested this feature, or submit the feature request yourself and hopefully we can implement something like this in the future.

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