Friends! I LOVE the suggestions feature with Fin! I want to try and accomplish something that I feel would be table stakes but not sure how to go about it:
I’d like to filter tickets we got last year within a specific date range (our customers are accountants, so for tax season), then I’d like Fin to aggregate and analyze the trends of the tickets and suggest where our content gaps are so that we can fill them preemptively and flatten the curve for the upcoming season.
Anyone know how I might go about that?!
Best,
Malachi
Answered
Content Suggestions by Ticket frequency within a defined date range
Best answer by Nathan Sudds
We are doing this daily in our Intercom Consulting work right now, the insights are really up to your imagination!
Here’s where you can find it in the Settings tab of Claude Desktop -- you’ll need a paid plan to get access to the Intercom connector but it’s well worth it, starting at approx $20 a month.
I’ve been planning to share more about this in a post and an Intercom Community Meetup soon but here’s a good primer video on the Intercom MCP from Davy on the Intercom Team
Hope this helps!
Nathan
+7
We are doing this daily in our Intercom Consulting work right now, the insights are really up to your imagination!
Here’s where you can find it in the Settings tab of Claude Desktop -- you’ll need a paid plan to get access to the Intercom connector but it’s well worth it, starting at approx $20 a month.
I’ve been planning to share more about this in a post and an Intercom Community Meetup soon but here’s a good primer video on the Intercom MCP from Davy on the Intercom Team
Hope this helps!
Nathan
This is interesting indeed. My information is limited on MCP connectors, is this something I should review with InfoSec?
It seems that there are other MCP connectors to both Claude and ChatGPT as well as some other coding LLMS, is there a reason for the Claude preference?
+6- Intercom Team
- 118 replies
Hi
Great question! Here’s how you can use Fin and Intercom to analyze your past seasonal support tickets and proactively identify content gaps:
1. Export and Analyze Past Tickets Filter and export your ticket data from last year (e.g., for tax season) by setting a custom date range in Intercom’s export tool. This lets you review exactly which topics and issues came up most frequently.
2. Identify Trends and Gaps with the Optimize Dashboard Once you’ve run those tickets through Fin (or let Fin ingest your support data), head to the Optimize dashboard. It will automatically surface trending topics, highlight where Fin struggled, and provide AI-powered Suggestions on what content to add or improve. Each suggestion includes the direct source conversations, so you can target exactly what’s missing.
3. Close Knowledge Gaps – and Repeat Regularly You can review, accept, or adapt these AI Suggestions, and track progress over time—either within Intercom or using a Fin Success Planning sheet. Make it a habit to revisit this analysis before each busy season so you’re always up to date and your customers have the answers they need fast.
Feel free to reach out if you need a step-by-step walk-through or want recommendations on custom reports.
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