Easy to get started. Faster support for your customers.
November 04, 2025

Easy to get started. Faster support for your customers.

Alex Richards | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

FIN is our first point of contact for customers who are raising support issues with us. We've integrated FIN with our internal knowledge articles and articles we have in Zendesk Guides (We did previously run our full support site in Zendesk). By us using FIN, it takes away distractions from our support team and allows them to focus on the more challenging, complex tickets that FIN can't support.

Pros

  • Integrates with 3rd Party platforms for Documentation.
  • Workflows
  • Very easy to train with documentation.

Cons

  • More workflow options for tickets - can be tricky to setup.
  • Allow access to documentation sources that need authentication.
  • Customers getting the answers they need faster.
  • Time savings for our team - can now focus on other areas.
  • Increased CSAT.
FIN is extremely capable and the UI is very intuitive. There are some things that involve using Data Connectors - for example there's a FIN workflow for when a customer creates a ticket but it doesn't give you access to the Ticket ID. You have to create a data connector to fetch that data - just seems a little convoluted.
We have integrated FIN with Confluence, Zendesk Help Guides, and we've also added some additional documents that we've created and uploaded as individual articles. We store these additional documents in SharePoint, but I don't believe there's an integration there at the moment. We also have some documentation on an S3-hosted website that we've password-protected with Basic Auth. It would be great if FIN could access this. We had to remove basic auth and some of our more "insider" documents to prevent them from being publicly available.
FIN/Intercom has a much better UI and feels more integrated than Zendesk. The reporting is also much more straight forward - using something like Zendesk Explore is painful and feels like I'm using something 10 old. FIN also integrates better with other products, and we've been able to create custom apps/widgets using the Intercom Canvas app far quicker than we could with Zendesk.

Do you think Fin by Intercom delivers good value for the price?

Yes

Are you happy with Fin by Intercom's feature set?

Yes

Did Fin by Intercom live up to sales and marketing promises?

Yes

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

FIN excels when the documentation available is up to date. We are a SaaS platform and have extensive documentation on the product so FIN is able to answer lots of our customers without them getting through to a human. This is a massive time saver for us. Scenarios where it's maybe not as appropriate is when you have to check data in other platforms - i.e Is the person contacting us authorised to grant us access (something we keep in hubspot). There's probably a way for us to do this but we haven't come across it yet.

Comments

More Reviews of Fin by Intercom

  1. Home
  2. AI Chatbot Software
  3. Fin by Intercom Reviews
  4. User Review of Fin by Intercom