Forethought
Forethought.aiExternal reviews
164 reviews
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A User-friendly Tool for Ticket Management
What do you like best about the product?
I like it because it is a user-friendly tool. Since it is integrated with Zendesk, I don't need to open a separate window to check for knowledge base articles or similar tickets related to the issue that I am searching for. Typing keywords in the search engine provides me with the possible answers I need. It speeds up my research time and the good thing about this tool I can mark favorites and put some notes. It's like a one-stop shop.
What do you dislike about the product?
Our company just recently launch this tool and I haven't experienced any downsides while using it. Most of us (users) are still learning about this tool. There are things they need to improve but so far my experience is good. I wish forethought has a user-preference setting that we can set on our own.
What problems is the product solving and how is that benefiting you?
It speeds up my time when doing research, looking for relevant knowledge base articles, and similar tickets. I don't need to open multiple tabs anymore. It helps me to close my working ticket faster! It is a great tool!
Good tool for speeding up workflows
What do you like best about the product?
It was pretty smart to determine what I am looking for
What do you dislike about the product?
Sometimes it required me to re-login which was a slight annoyanced
What problems is the product solving and how is that benefiting you?
Speeding up my daily workflows to save me time
Bumpy at first but definitely worth it in the long run
What do you like best about the product?
Spent several months using Forethought Assist, and I have to say that it is an excellent and very convenient tool for keeping direct access to your KB (internal and user-facing), as well as easy access to notes and templates. It is an amazing tool that I wish was added by default to Zendesk.
What do you dislike about the product?
It took a little time to reach that sweet spot where Forethought Assist's tools were of complete use for me as an agent handling customers via chat and email, mainly during the implementation of Forethought's Assist extension; but after that, although there were some issues with their chatbot here and there, it was mostly a smooth experience and they are extremely responsive and fast to fix issues whenever they did happen to come up.
What problems is the product solving and how is that benefiting you?
It helped me, all tiers of customer-facing agents, and anyone using Zendesk with their assistant tool really, to have a far more efficient experience and waste much less time researching, as having to access multiples tabs for information, templates, and to write down notes whenever needed would cause people to lose time or even get distracted and not only waste time on a simple task, but possibly even end up procrastinating. Having direct access to almost all of the tools I needed directly in one tab helped not only with saving time but also organizing and sorting any information I needed to save or keep note of.
Forethought has some great features but needs work to be outstanding
What do you like best about the product?
I like how easy it was to implement. Additionally, the UI is user-friendly and has been easy to manage. Through the use of Forethought we seem to have been able to deflect a significant number of simple tickets from our support desk.
What do you dislike about the product?
The inability of the Forethought widget to ingest and present our ticketing system's native Ticket Form has been limiting, especially when it comes to reporting and using their built-in dashboards. It is difficult to determine exactly how successful we have been.
What problems is the product solving and how is that benefiting you?
Forethought is solving the problem of deflecting the simple tickets we receive. The team no longer needs to send the same response to the same question multiple times. It surfaces content from our Help Center to address client questions without needing agent interaction.
Easy to access
What do you like best about the product?
Easy to use and fast load all information
What do you dislike about the product?
when expanding data , it would be best if it does not open an new tab
What problems is the product solving and how is that benefiting you?
It solve recurring questions
Forethought AI made our work easier by automating our knowledge base
What do you like best about the product?
I don't have to memorize what articles we have. It suggests the best solution for the issue at hand.
What do you dislike about the product?
Sometimes, the appropriate article/solution does not come up at first so you will have to manually search for it.
What problems is the product solving and how is that benefiting you?
It shortens the time in finding help articles to resolve our customer's issues.
Implement Foretoughts
What do you like best about the product?
Interface
AI engine
Dashboard for report and tracking
AI engine
Dashboard for report and tracking
What do you dislike about the product?
It's a big change on the internal process to make sure the AI engine is feeded properly
What problems is the product solving and how is that benefiting you?
Reducing the number of tickets that are sent to agents and helping the triage process
It helps up to be more productive and efficient
It helps up to be more productive and efficient
Fantastic AI-powered, "agentic" platform
What do you like best about the product?
Forethought has recently evolved from a chatbot provider into a comprehensive multi-agent, omnichannel AI platform for customer experience (CX). The most impressive new developments in 2025 focus on the shift from simple automation to proactive, agentic AI that acts on behalf of customers via voice, email and chat.
What do you dislike about the product?
Forethought Triage LLM Setup can be enhanced, and they can provide better training and support for it!
What problems is the product solving and how is that benefiting you?
It solves the issue with instant support to site visitors. They do not have to wait for live CS.
Promising chatbot software
What do you like best about the product?
Forethought has the potential to be a very powerful tool for teams to automate support and sales interaction. The agentic capabilities continue to grow, and with the right onboarding, your team can be set up for success within a few months.
What do you dislike about the product?
The product isn't always intuitive, so you may have to rely on your CSMs and Forethought's support team more than you may want to. Better knowledge centers and dedicated onboarding time could really help customers find value quicker.
What problems is the product solving and how is that benefiting you?
Forethought is helping deflect upwards of 60% of our incoming chats. This helps our team focus on the high-IQ problems, and less-so on the easy, repeat questions.
Great help for Customer Support
What do you like best about the product?
The fact that it learns with the system, it's very helpful for current and future users when suggesting answers for different tasks/queries.
What do you dislike about the product?
Users might have a challenge during the initial stages of implementation due to the lack of data.
What problems is the product solving and how is that benefiting you?
It helps with suggesting help articles for customer support.
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