We're excited to be a part of the Dev Starter Pack from Jam.dev — a comprehensive package of free and discounted tools essential to building a startup.

Not only does this stack include all the tools you need to develop a great product, it also includes tools you need to build AI-powered features.

Get access to Intercom, Cloudflare, LaunchDarkly, LogRocket, Prisma, Mixpanel, and even more ⬇️
​

Understand which content is contributing most to your AI resolutions and use these insights to make data driven content decisions.

What's new:

• Fin content performance reporting has moved to the AI Agent and AI Copilot reporting sections.
• You can track which content was involved in an AI Answer and if it resulted in a resolution.

• You can sort by involvements or resolutions to understand which content is having the most or least impact on resolutions.

We’re excited to announce that Fin AI Agent is now available for workspaces in Europe and Australia!

European customers can now access Fin AI Agent, with data processed securely within Europe for enhanced data privacy. Existing European customers will be automatically transitioned to the new EU-hosted infrastructure.

Customers in Australia will be able to use Fin AI Agent with US-based data hosting.

🔍 Find out more information here, or get started with Fin AI Agent now.

We have introduced audience targeting and past conversation attribute matching for Fin AI Copilot, allowing you to:

• Target certain content to specific Fin AI Copilot audiences using people company and conversation data
• Select specific attributes to match past conversations to the current conversation you're working on for Fin AI Copilot to use

You can now add multiple metrics to charts in Custom Reports, enabling you to:

• Efficiently compare several metrics within a single chart visualization.
• Draw quicker, more meaningful correlations and insights from your data.

To explore this new feature, navigate to the Chart Builder in Custom Reports or click the button below to learn more.

Match your Help Desk with your computers theme with Match system! Match system will detect the theme you’re using on your computer and automatically match the Help Desk theme to it. To use Match system, click on your avatar in the bottom left corner of the screen, select ‘Theme’, and then select ‘Match system’.

You can now customize ticket states to help set clearer expectations for customers and improve internal collaboration for teammates. In ticket type settings, you can:

• Customize states for every ticket type
• Add additional states
• Assign different labels for customers and teammates

You can now customize which reports are visible to your teammates in the reporting menu and organize them into folders.

Simply click the 'Edit sidebar' button at the bottom of the menu, and you'll be able to customize which folders are shown. The three dots icon next to the folder's name will allow you to add and remove reports, including custom reports.

You can now choose which Inboxes are shown in the menu by pinning the Inboxes you need, and unpinning the ones you don’t. Simply click the Edit sidebar button at the bottom of the menu, and you’ll be able to customize which Inboxes are shown, alongside Folders and Custom Folders.

You can pin and unpin: Your inbox, Mentions, Created by you, All, and Unassigned

We've introduced a new Workflow action called “Resolution limit reached” that can be used to trigger a backup workflow once your Fin AI Agent usage limit has been reached. There are two ways to set this up:

Use case 1: Workflow branching

Create a workflow branch with the “Let Fin answer” step as one branch path, and the new “Resolution limit reached” action as the other path.

Use case 2: Audience targeting

Use the new action in the Audience panel. This workflow will trigger once the usage limit has been reached.

Note: this is available to customers with access to the Workflows product.