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.
Best answer by Aleksei O
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:
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:
Aleksei's answer covers the core path well. One thing worth adding: when you build the Zapier/Make step, filter on `conversation.rating.added` where `rating.value` is `"bad"` and also check that the conversation was handled by Fin (the `assignee` object will show `type: "bot"` in the payload). That way you are not catching negative CSATs from human-handled conversations in the same flow. For the ticket creation side, you can pass a `ticket_type_id` in the POST body to route it straight to your review team's inbox without touching the original conversation. If you want both things to happen in parallel (existing workflow for the front-line team, new ticket for the review team), just fire two separate actions from the same webhook trigger. Make and n8n both handle parallel branches cleanly; in Zapier you would use a "Paths" step. Keeping a log of which Fin responses generated negative ratings is worth doing even before you have the fix workflow fully dialled in, since the volume patterns often tell you where to focus first.
