Frequently asked questions

Next ticket gives each agent the best-fit waiting ticket, automatically after each submit or on demand. Work my tickets first has agents finish their own open tickets first. An area is a kind of work, like Refunds or Shipping. Areas the manager marks for calls and chat become Zendesk groups that IVR menus, chat departments and messaging options can point at.

The agent who knows a kind of ticket tends to solve it faster and keep it solved. That tends to cut repeat contacts, which tends to lower the cost of each ticket and lift CSAT. Forte does not promise a set result. The Impact report shows your own before and after numbers where there is enough history.

Each agent can turn on "Open my next ticket when I submit" (off by default), or an admin can turn it on for the team. After the agent submits a ticket as pending, on-hold or solved, the next best-fit ticket opens. It never fires on a timer. Away, Off clock and Paused stop it. If an agent's Zendesk setting for what happens after submit is "Next ticket in view", Zendesk opens a second ticket, so Forte asks them to pick Close tab.

No. Forte assigns the next ticket by rule for email, web form and API tickets. For calls and chat, Zendesk does the routing. Forte keeps the groups it uses current, and IVR menus, chat departments and messaging options point at those groups.

Forte uses statistical analysis of ticket history: tickets that stayed solved, customer ratings, and speed on the same channel. Each result is labeled Proven, Likely or Unproven, or "not enough data".

No. Agents see only their own results.

Managers edit areas and words, choose the team and the settings, and can pause an agent. They can also keep an agent in or out of an area group, and Forte keeps that choice until a manager clears it. Results always come from the team's own ticket history.

The Impact report compares your own before and after numbers where there is enough history. Where there is not, it says so. It is team level, with no agent names, and it is not a controlled test. It is in both Free and Premium.

Forte does not send ServeTech any data. If you are willing, copy or print your report and email it to contact@servetech-solutions.com. Sharing is optional.

Making area groups and changing their members needs an admin's copy of the app open.

Forte works on any current Zendesk Support or Suite plan. IVR menus need a Zendesk Talk plan that includes IVR, and making area groups needs an admin's copy of the app open.

Zendesk handles billing for Premium. The Terms of Service, section 3 covers what happens when the trial ends.

To use the Free plan after a Premium trial, uninstall Forte and install it again, choosing Free. Settings may not carry over, so export the settings file first (Settings > Export settings file).

No. Forte runs in the customer's browser inside Zendesk. No ServeTech server holds customer data. The only remote file loaded is Zendesk's own app framework script.

Ticket text is held in the customer's own browser until Forte has matched it to areas. None of it goes to ServeTech. Details are in the Privacy Policy.

Uninstalling removes nothing Forte wrote, because Zendesk gives an app no chance to act when it is uninstalled. Tickets agents already have stay assigned to them. Forte may have created area groups named like "Refunds (Forte)", an IVR menu and changes to phone numbers, and, if an earlier version ran, triggers titled "ServeTech Forte: ", a "ServeTech Forte" trigger category, the skill types "ServeTech Skills" and "ServeTech Fixed Skills", and agent tags that start with "servetech_". Before deleting a group, point IVR menu keys, chat departments and messaging options somewhere else. Zendesk has no undo for deleted triggers, skills or tags, so review each one first. Settings > Leaving Forte > "Review what Forte made" lists what Forte finds in your account and changes nothing until an admin confirms. It may not find everything, so check Admin Center afterward. Forte never changes Zendesk's automatic assignment setting, so turning it back on is the admin's step.

Skill Tracer is now Forte. It does not run on a ServeTech server, and agents get Next ticket. Anything an earlier version wrote in Zendesk stays there until someone removes it: triggers titled "ServeTech Forte: ", a "ServeTech Forte" trigger category, the skill types "ServeTech Skills" and "ServeTech Fixed Skills", and agent tags that start with "servetech_". Settings > Leaving Forte > "Remove old routing leftovers" lists the ones Forte finds and changes nothing until an admin confirms. It may not find everything, and Zendesk has no undo for deleted triggers, skills or tags, so review each one and check Admin Center afterward.