When you convert a conversation to a ticket, or create a linked back-office ticket from a conversation, the ticket form now opens pre-filled with details from the conversation. No need to re-enter information you've already captured.
Carried fields are marked as coming from the conversation so you can quickly review them before creating the ticket. Everything is fully editable and your changes always take priority over any pre-filled value.
What carries over
Ticket field | Where it comes from |
Company | The company attached to the conversation's user. Always carried over. |
Matching ticket attributes | Any ticket attribute whose name and type match a conversation attribute. Text, number, date, boolean, and dropdown/list fields are supported. Dropdown/list fields match by option label. Always carried over. |
Title | The conversation's subject, or AI title if there's no subject. When Fin AI Autofill is on, Fin writes the title instead. |
Description | The conversation's AI summary, or conversation summary if that isn't present. When Fin AI Autofill is on, Fin writes the description instead. |
Note:
Relationship, file, and teammate attribute types don't carry over — only text, number, date, boolean, and dropdown/list attributes are supported.
Attachments don't carry over from the conversation to the ticket.
If a source field is empty (no subject, no company, no matching attribute), that field is left blank in the ticket form.
How Fin AI Autofill affects title and description
Title and description are governed by the existing per-ticket-type Fin AI Autofill toggle so there's no new setting to configure. It's the single control that determines where title and description come from:
Fin AI Autofill | Title | Description |
On | Fin AI writes it. If Fin AI leaves it blank, the carried-over value fills in. | Fin AI writes it. If Fin AI leaves it blank, the carried-over value fills in. |
Off (default) | Carried from the conversation: subject → AI title → blank. | Carried from the conversation: AI summary → conversation summary → blank. |
Note: With Fin AI Autofill off, the description carries from the conversation's AI summary. If your workspace doesn't use conversation summaries, the description field will be blank.
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