Gain visibility into the overall health of your entire support operation with a unified view of human and automated support in one comprehensive and detailed report. Our new Holistic Overview Report brings together the most critical support KPIs, allowing support leaders to:

• Monitor both Teammate and Fin AI Agent performance side-by-side
• Understand how conversation volume is distributed across different agents and resolution paths
• Identify top customer contact reasons and topics driving low CSAT
• Track key metrics like resolution rate, response time, and customer satisfaction

With this powerful new report, you can make data-driven decisions to improve your support efficiency and customer experience.

Learn more about the Holistic Overview Report

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We're excited to announce a new "Ticket time in all states" metric and four new ticket state attributes that you can now use in reporting.

This enables more in-depth analyses of your support processes. For instance, you can now report on how long tickets spend in each state.

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 ⬇️
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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.

Our new chart definition tooltip in Custom Reports offers clearer insights into how each chart is built. It shows the date range, timezone, report-level filters, metrics with their filters, and descriptions.

To explore this feature, look for the info icon in your Custom Reports or click 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