Creating back office tickets from negative CSATs for Fin | Community
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Creating back office tickets from negative CSATs for Fin

  • June 12, 2026
  • 1 reply
  • 10 views
N

Hey all!

I’d been exploring this using Fin but had hit a road block and wanted to see if anyone had created anything like this:

We want every negative Fin CSAT to create a ticket to our team to review to see if we could make any changes to Fin.

We use a reusable workflow to route negative Fin CSATs to the team - and we want that to continue - but in the background we want this ticket to route to a different team to review.

 

Any thoughts? My first post here, so let me know if not the right format.

    1 reply

    Aleksei O
    Innovator ✨
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    • Aleksei O
    • Super User
    • June 12, 2026

    Hi ​@NumanAdam 👋 I don’t think there is an out-of-the-box automation for this, but you can always use a third-party tool to trigger ticket creation as follows:

     

    1. Customer leaves a negative CSAT, webhook conversation.rating.added fires in Zapier or Make or n8n
    2. You should then be able to filter out the negative reactions 
    3. You fetch the Intercom contact in a separate module using the data from the webhook payload
    4. Then, an HTTP request (this endpoint) creates a ticket of the specified type for this contact. 

     

    Let me know if you need more help with this! 

    Book a free call with me here: https://calendar.app.google/gpYYAHW6M5j9inEN8
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