Is Assist right for your customer support team?

Assist uses AI to intelligently surface the best knowledge from every corner of your business to agents in real-time so they can answer tickets accurately and efficiently. 

How does Assist work?

Assist empowers your agents by bringing relevant knowledge articles, past cases, macros, and even personal notes right to the agent's help desk to meet SLAs and delight your customers. Learn more about how Assist helps customers stay efficient and organized.

What is Forethought Assist, and how does its Response Generation Feature work?

Forethought Assist is a Google Chrome extension that allows users to access all the features of Assist without making any changes to their help desk. It serves as a central knowledge hub where support agents can find the materials they need to resolve customer issues.

One of the most powerful features of Forethought Assist is its response generation tool, which helps agents handle tickets more efficiently. When an agent selects a ticket and activates the response generation feature through the Forethought Assist widget, the system automatically analyzes the ticket, historical tickets, and knowledge base articles to create a contextually relevant and customizable response that appears beneath the ticket summary. Agents can modify the response according to their preferences, such as asking it to "make it shorter," "more formal," or "more friendly," ensuring the reply is appropriately tailored to the customer's inquiry.

Will my agents be able to write their own documents in Assist?

Yes! Notes allow agents to supplement your organization's knowledge base with their own material. Additionally, Smart Notes (available only on the Assist Chrome extension) allows the creation of templates, the use of placeholder variables, and the sharing of notes and shortcuts.

Some example use cases include password reset, shipment status, product defect, or any response where agents respond in a common way to any customer request.

Teams can create collections of shared note templates, saving time by enabling them to pick from a library of pre-built notes that solve common issues or processes. Finally, agents can assign shortcuts to notes that instantly add them to ticket reply without having to search for the right note.

Which languages are supported by Assist?

The initial AI response will be drafted in the language used in the ticket. For example, if the ticket is in Spanish, the generated reply will also be in Spanish. Agents can regenerate any response to a desired language by typing "change to [language]" in the prompt feature. Assist supports the following languages: 

• Arabic
• Catalan
• Chinese (Simplified)
• Chinese (Traditional)
• Danish
• Dutch
• English
• English (Canada)
• French
• French (Canada)
• German
• Greek
• Hebrew
• Hindi
• Hungarian
• Icelandic
• Indonesian
• Italian
• Japanese
• Korean
• Malay
• Norwegian
• Polish
• Portuguese
• Portuguese (Brazil)
• Russian
• Spanish
• Spanish (Mexico)
• Swedish
• Tagalog (Filipino)
• Thai
• Turkish

Which ticket management platforms does Assist support?

Assist extension is compatible with the following ticket management platforms:

• Zendesk
• Salesforce
• Freshdesk
• Kustomer
• ServiceNow
• Jira Service Manager
• Intercom

Can Assist retrieve content from other platforms?

Yes. Assist can retrieve content from the following platforms:

• Zendesk
• Salesforce
• Freshdesk
• Kustomer
• ServiceNow
• JIRA Service Manager
• Intercom
• Airtable
• Confluence
• Contentful
• Egain
• Elev.io
• Guru
• HelpJuice
• Jira (Cloud or On-Prem)
• Mindtouch/Nice CXOne
• Linear
• Odo
• Readme.io
• Snowflake
• Upland
• VanillaForums
• Wordpress