How to automatically convert human escalations to tickets? | Community
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How to automatically convert human escalations to tickets?

  • February 17, 2026
  • 1 reply
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Hello,

Currently, our team primarily uses conversations for the majority of our Intercom interactions, and Fin triages all incoming cases first. We would like to create a process wherein any time a conversation is escalated from Fin to a human team, it is also converted to a ticket. This is because our Fin deployment is at a point where if anything is escalated, it is likely complex and will take time to resolve.

This doesn’t seem to be possible with existing workflows, since the “convert to ticket” action only works when a customer sends their first message. We also do not want all emails to be converted to tickets - Fin handles both email and chat. The conversion should only happen when there’s an escalation.

Has anyone in a similar situation found a good solution to streamline this process?

Best answer by Cédric V

Hi ​@Kaylee MacKool ,

I think you're right, "Convert to ticket" only works on first message trigger, not Fin escalations.

But what you can try is using a Custom Action API:

It should look like something like : 

  • Check Fin > Train > Escalation Rules for the escalation tag 
  • Workflow "Customer sends message" → branch on that tag → Custom Action POST https://api.intercom.io/conversations/{{conversation.id}}/convertconversationtoticket
  • Payload: {"ticket_attributes": {"title": "{{conversation.subject}}", "description": "{{conversation.html_body}}"}}

(To filter only Fin escalations, skips simple emails.)

Better test it in sandbox first or with small audience.

Hope it’ll help!

1 reply

Cédric V
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  • Cédric V
  • Innovator ✨
  • Answer
  • February 19, 2026

Hi ​@Kaylee MacKool ,

I think you're right, "Convert to ticket" only works on first message trigger, not Fin escalations.

But what you can try is using a Custom Action API:

It should look like something like : 

  • Check Fin > Train > Escalation Rules for the escalation tag 
  • Workflow "Customer sends message" → branch on that tag → Custom Action POST https://api.intercom.io/conversations/{{conversation.id}}/convertconversationtoticket
  • Payload: {"ticket_attributes": {"title": "{{conversation.subject}}", "description": "{{conversation.html_body}}"}}

(To filter only Fin escalations, skips simple emails.)

Better test it in sandbox first or with small audience.

Hope it’ll help!

Cédric Vogler — FR,EN — Automation & Customer Success | Optimizing Fin, knowledge bases, and automations (n8n / Make / APIs) to reduce ticket volume, improve time to resolution, and scale Customer Success operations.
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