# Forethought Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Forethought the right Customer Support solution for you? Explore 11 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/196175/Agatha/reviews --- Forethought 4.5 (11) [View alternatives](https://www.capterra.com/p/196175/Agatha/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Forethought Ease of use 4.5 Customer Service 4.7 ## Showing most helpful reviews Showing 1-11 of 11 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Alex K. Senior Manager, End User Support E-Learning Used the software for: 2+ years ### "Forethought is easy to work with!" March 13, 2026 4.0 Overall very positive and easy to engage with company/team. Happy to work with the FT team. In general they have been a very willing and eager partner to assist us with making iterative improvements to the Solve & discover insights experience for us to be able to manage and improve our eus business via solve. Pros The Forehtought team is easy to engage with. Solve as a support tool meets our business needs. We also gain great value with their spamtriage model and discover insights to pull metrics we need for our business reporting. Cons Currently reviewing user sentiment (CSAT) is a very manual process wthout an AI analysis layer to provide us with feedback insights & actionable items. We also did have to work very closely with Forethought over many months to get to a state where the reporting output/dashboard gave us what we needed for our operations Review Source Fotios K. Customer Support team lead Computer Software Used the software for: 6-12 months ### "Forethought's performance is very good" December 4, 2022 5.0 Overall, it's a great product and it helps a lot. Pros I like how it automates everything and combines your knowledge base. Cons It's not always accurate. The product's AI could use some tweaking. Review Source CS Celena S. Customer Engagement Manager Internet Used the software for: 6-12 months ### "Forethought is a solid business tool for email deflection" August 24, 2021 4.0 Pros Contact deflection rates and configurability to improve quality. Cons It takes a lot of work to ensure the model fits business needs. Review Source sS shivasish S. STUDENT Market Research Used the software for: 2+ years ### "It help businesses to improve their customer service operations." March 9, 2023 4.0 For companies looking to enhance customer service processes and offer a better customer experience, Forethought's software solutions can be useful resources. Their AI-based technology has the potential to lower costs and boost productivity, which can aid companies in remaining competitive in the current market. Pros Their main offering is "Agatha Answers," an AI-powered knowledge management platform that uses machine learning and natural language processing to automate customer support. Cons Although AI-based solutions like Forethought's Agatha Answers are intended to deliver precise and effective answers to customer inquiries, they might occasionally fall short of a human agent's level of accuracy. Review Source EM Emilie M. Customer Service Advocate Printing Used the software for: Less than 6 months ### "Great tool for help desk; I look forward to seeing more updates and features." September 1, 2021 4.0 The ability to connect easily with other resources is so helpful! I'm looking forward to seeing the further developments and especially seeing more what Agatha is capable of. Pros It generates past tickets or articles which are pretty relevant to the page you are on. The ability to preview without having to open a new window entirely and add to a reply with the click of a button is a huge timesaver. There's also a combination of categories from past tickets to articles, which can be helpful, especially as they are organized separately. It's a great add-on where it's easily accessible when needed, but does not take away from ease-of-use on Zendesk overall. Cons I noticed that the articles used to include a direct hyperlink when added to a reply, but now just add the content of the article. It would be nice if we could have both features. In addition, it might be fun to see the ability to search within a user's past email history to generate relevant tickets specific to that user as well for any longstanding issues. Review Source zK zarikunte K. Research scholar Electrical/Electronic Manufacturing Used the software for: 1-2 years ### "A User-friendly Tool for Ticket Management." March 22, 2023 4.0 Forethought has been praised for its ability to improve the efficiency of customer support operations by automating ticket tagging and routing, as well as providing agents with relevant information to resolve customer inquiries more quickly and accurately Pros The software has been designed to prioritize tickets and improve the efficiency and productivity of businesses in various sectors such as retail, education, finance, and travel. Cons sometimes issues with the accuracy of Forethought's ticket tagging and routing features.it doesn't support images. it takes a bit of time to open up itself. Review Source JG Jessica G. Customer Service Arts and Crafts Used the software for: Less than 6 months ### "Great For Finding Additional Information" September 2, 2021 5.0 Overall, I think this is a great option for our company and I'm looking forward to using this product more fully in the future. Pros The feature I like most is being recommended previous tickets that deal with the same subject matter. It's especially helpful to ensure I am being consistent with my teammates and for helping me answer questions I'm unsure of. Cons This software does sometimes recommend information that does not pertain to my ticket. Sorting through the incorrect information can be time-consuming. Review Source SB Sarah B. Customer Advocate Retail Used the software for: Less than 6 months ### "Go Aggie!" August 23, 2021 5.0 Pros The more we use Forethought/Agatha, the more it learns and the more useful it becomes to us in our daily work. Cons I find the 'back' button an annoying aspect, after clicking into a past ticket, I wish the rest of the options displayed below the currently-selected options, rather than having to click 'back'. Review Source TB Tanya B. Customer Success Manager Computer Software Used the software for: Less than 6 months ### "Very Helpful" August 18, 2021 5.0 The team at Forethought have been fantastic to work with throughout the entire process so far! Pros Our company is using the full suite of products currently offered by Forethought. We have found them all to be helpful so far, although we are still in the implementation stage. Cons Agatha AI is still learning since we are new customers, so she doesn't yet always suggest the best answers. Review Source VS Vikram S. Junior Superintendent Electrical/Electronic Manufacturing Used the software for: I used a free trial ### "Best software for customer support operations" March 1, 2023 4.0 overall i found it very useful for customer support operations. Pros I liked most about Forethought is it enables seamless interaction with current customer care systems, making it simple to set up and utilise. Cons Forethought may require some initial setup and training to fully integrate into existing workflows and that is difficult part. Review Source BC Brayan C. analista de sistemas Information Technology and Services Used the software for: 6-12 months ### "Si buscas una IA no dudes en Forethought" December 27, 2022 5.0 Pros al tener una IA con aprendisaje autonomo permite que la empresa cresca de manera exponencial. Cons el servidor donde se encontrara alogado tiene que tener muy buenas caracteristicas para que el aplicativo no presente errores. Review Source Similar Products Featured