Used For

• +**Your agents spend 80% of time on password resets and order tracking** → AI handles routine stuff automatically, agents focus on complex problems
• +**Tickets sit unsorted for hours because nobody knows who should handle what** → Auto-routes and prioritizes everything based on content and urgency
• +**Your team searches through help docs for 10 minutes per ticket** → AI surfaces exact articles and suggests replies in real-time
• +Actually takes actions like processing returns or updating accounts - doesn't just chat and transfer
• +Analyzes patterns to suggest new help articles before customers start asking the same question 500 times

Best For

• >Your support team drowns in 1,000+ tickets monthly and basic chatbots just escalate everything
• >You're manually sorting tickets at 2am because customers expect 24/7 responses
• >Zendesk routing takes hours and your first response time is embarrassing

Not For

• -Teams handling under 50 tickets per day — you're paying enterprise prices for AI that needs volume to learn
• -Companies under 50 employees total — this is built for support operations, not solo customer success managers
• -Anyone wanting plug-and-play simplicity — you'll spend weeks training it on your ticket history and processes

Pairs With

• *Zendesk (where the actual tickets live and agents do their work - Forethought adds the AI layer on top)
• *Salesforce Service Cloud (for the CRM data that helps AI understand customer context and history)
• *Slack (where your team celebrates the 436 agent hours saved and complains about AI suggestions gone wrong)
• *Confluence (knowledge base that AI pulls from to answer questions without making stuff up)
• *Intercom (for the chat widget where customers first interact before AI decides to resolve or escalate)

The Catch

• !Needs quality ticket history to work well — if your past data is garbage, Day 1 performance will be rough
• !You'll need someone dedicated to maintain workflows and review AI suggestions or accuracy drops over time
• !No public pricing but expect $10k+/month based on enterprise positioning — this isn't Help Scout money

Bottom Line

Finally, AI that resolves tickets instead of creating more work for your human agents.