We've just released Internal Report Sharing to Custom Reports.

This means you can:

• Share reports with specific teammates in your workspace
• Create private reports just for you
• Control view, edit and filtering access for each report

To try it out, navigate to Custom Reports and click the new "Share" button.

We'd love to hear your thoughts—please share your feedback with us through the survey on the page.

Now you can:

• Set up multiple custom Submitted states
• Move tickets back to any Submitted state from other stages

This flexibility helps you better align ticket states with your actual business processes.

Fin can incorporate your tone of voice preferences, allowing you to choose from a selection of options like professional, friendly, humorous, and more. You can also choose how long Fin’s answers are, from shorter and concise, to longer and more thorough.

For customers who offer multilingual support, you can also choose the formality of pronouns used in Fin's replies.

If you often need to notify a group of people in notes, you can now save time by mentioning a whole team at once.

Simply create teams using Team Inboxes here, then type “@” in a conversation note to search for and mention your team.

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