Issues is a new workflow that lets reviewers capture a problem, whether it's on a Fin conversation or a teammate conversation, directly from that conversation during a QA review and track it through to resolution. Every Issue ticket collects in a central, workspace-wide Issues view, giving teammates a single place to see what needs fixing, who owns it, and what the status is.
You can:
Create an Issue ticket straight from a conversation, with a title, type, priority, and assignee.
Track everything in one Issues view, filterable by status and issue type.
Link the same Issue ticket to multiple conversations where the problem appeared.
Open an Issue ticket with Operator pre-loaded with context to help make the fix.
Attach multiple tracker tickets to the same conversation, including an Issue ticket alongside an existing feature request or bug report.
Use this article to create an Issue during a QA review, view and manage all issues, and understand the available issue types and statuses.
Note: Issues is available as part of the Pro add-on. This enables manually reported issues created during QA reviews. AI recommendations and system errors are coming soon.
Creating an Issue during a review
While reviewing a conversation in a Monitor, you can create an Issue from the Review tab, without leaving the conversation.
Open a conversation from the Unreviewed queue in Fin AI Agent > Analyze > Monitors.
In the Review sidebar, scroll to the Issue section and click + Add.
To create a new issue, click + Tracker ticket.
Give it a Title, an optional Description, and set an Issue type and an Assignee or Team Inbox.
Click Create ticket.
A priority can be given once the issue has been submitted.
Tip: You can create an issue at any point during a review (you don't need to submit the scorecard first).
Issue types
Set an issue type when creating an issue to help the assignee understand what kind of fix is needed.
Issue type | Use it when |
Content | A knowledge base article or snippet is inaccurate, missing, or unclear |
Guidance | A Fin guidance rule needs to be created, updated, or removed |
Attributes | An attribute used in a conversation or routing rule is incorrect or missing |
Escalation | Fin is escalating too often, not enough, or to the wrong team |
Procedure | A Fin procedure has a logic error, a missing step, or incorrect behavior |
Workflow | An automation workflow is producing the wrong outcome |
Internal process | The issue relates to a team process rather than a Fin configuration setting |
Other | The issue doesn't fit any of the above categories |
Linking an Issue to multiple conversations
When the same problem turns up in more than one conversation, you can link an existing Issue to each one rather than filing a duplicate.
Open a conversation from the Unreviewed queue in Fin AI Agent > Analyze > Monitors.
In the Review sidebar, scroll to the Issue section and click + Add.
Then search and select the existing issue you want to link the conversation to.
Viewing and managing issues
To view all issues, go to Fin AI Agent > Analyze > Monitors and click Issues which takes you to the dedicated inbox view.
This view is workspace-wide so every issue created during a QA review appears here, regardless of which reviewer created it or which Monitor it came from.
Use it to:
See all open issues at a glance.
Check who each issue is assigned to.
Track status from submission through to resolution.
Issues are also sent to the assignee's Inbox as a ticket. From either place you can:
Update the status as you work through it.
Resolve an Issue with Operator. Selecting the Operator icon
from an Issue will open a new chat pre-loaded with the ticket and its linked conversations as context.
Add notes to the activity thread to keep the team informed. If you choose to cross-post the notes they get added to the each conversation connected to the issue.
Link related conversations to track customer impact.
Issue statuses
Each issue moves through a set of statuses as it's worked on and resolved.
Status | What it means |
Submitted | The issue has been created and is waiting to be picked up |
In progress | The assignee is actively working on it |
Resolved | The issue has been fixed and closed |
Won't fix | The issue has been reviewed and won't be actioned |
Customizing the Issue ticket type
Issues are tracked using a dedicated tracker ticket type. To customize it, go to Settings > Inbox > Tickets and click the edit icon next to Issue in the Tracker ticket types section.
Issue tickets use the Tracker ticket type because they're designed to aggregate multiple conversations. One Issue ticket can link to many conversations that report the same problem, and a single conversation can now carry more than one tracker ticket so an Issue ticket can sit alongside a Bug report or Feature request ticket on the same conversation.
Note:
The Issue ticket type itself is fixed. It can't be archived, and its category can't be changed.
If you already have a tracker ticket type named "Issue" it will be automatically renamed to "Issue (custom)".
Default attributes
Issue tickets come with four default attributes:
Title
Description
Issue type
Priority
Issue type and Priority are system-managed attributes. You can't rename or archive them, but you can edit their dropdown values. For example, you could update Issue type's values to Content, Guidance, Attributes, or Escalation, depending on how your team categorizes issues.
You can also:
Customize Issue States to match your team's workflow.
Add custom Attributes alongside the defaults.
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