How to Use Forethought

Getting started with Forethought

In this guide, you'll learn how to set up Forethought for your customer support team and start using its AI capabilities to manage support tickets efficiently. By the end, you'll be ready to reduce the workload on your agents and improve response times.

Step 1: Sign up and set up

1. Visit Forethought's website.
2. Click on the Get Started button in the top right corner.
3. Fill in your details on the sign-up form and click Sign Up.
4. Check your email for a confirmation link and follow it to verify your account.
5. Once verified, log in to your new account.
6. Connect Forethought to your existing helpdesk system by following the prompts in the Integrations section. Supported platforms include Zendesk, Freshdesk, and others.

Step 2: Your first ticket classification

1. After integration, navigate to the Dashboard.
2. Click on Tickets in the left sidebar.
3. You will see incoming support tickets. Forethought will automatically start classifying these tickets.
4. Review the suggestions provided by Forethought for each ticket. You can see the proposed category and recommended actions.
5. For straightforward queries, click Deflect to suggest an automated response or relevant knowledge base article.
6. For more complex issues, click on Assign to Agent to send it to a support agent.

Step 3: Get better results

1. Explore the Settings menu to customise classification categories and adjust thresholds for ticket deflection.
2. Use the Analytics tab to review performance metrics, helping you understand which types of tickets are being deflected most effectively.
3. Regularly update your knowledge base with common queries and responses to improve the accuracy of automatic suggestions.

Pro tip

Set up automated responses for common queries in the Knowledge Base section. This will save time and ensure that customers receive immediate assistance for frequently asked questions.

Common mistake to avoid

Don’t skip the integration step. Without connecting Forethought to your helpdesk system, the AI cannot access incoming tickets, rendering the tool ineffective. Make sure to complete this step for optimal results.