Plans
Free is a real plan. Premium is $25 per agent per month with a 21-day trial. Zendesk handles billing.
Free
$0
A full plan, not a trial.
- The right next ticket for each agentNext ticket brings each agent the best-fit waiting email, web form or API ticket, after each submit or on demand. Agents can finish their own open tickets first and set On clock, Away, Paused or Off clock.
- Set up from work your team already doesForte finds areas and keywords in your ticket history. You approve them or make your own, and an admin reviews every change before launch. 5 of your top agents per area, updated once a day.
- Area groups for calls and chatZendesk does the routing for calls and chat. Forte keeps the area groups it uses current. At launch, Forte can set up a Zendesk Talk IVR menu with a key for each area, so callers pick the kind of help they need.
- Each agent sees their own strengthsEvery agent sees their own results in each area: what stayed solved, customer ratings and how sure Forte is. Only their own, never anyone else's.
- Evidence from your own ticketsThe Impact report: your team before and after Forte, from your own Zendesk history.
The Zendesk Marketplace listing is being updated.
Premium
$25 per agent per month
21-day trial. Zendesk handles billing.
- Everything in Free
- Cover areas in needStaffing shows expected demand for each area by day and time, and which areas are thin. The Coverage Calendar shows who is working when.
- See the whole teamThe manager view shows every agent in every area, updated through the day. Team Strengths shows who is strong in which area, who is learning it and how sure Forte is.
- Help each agent growOne-on-one notes and the tickets agents flag for them, coaching on results worth a look, and shout-outs for wins worth sharing.
- Track change over timeTrends for each area and agent, Highlights from any past day, and export for a date range.
- Tune results to your teamAdjust result weights, how sure a result must be, how many strong agents each area needs and priority order. Free uses the defaults.
The Zendesk Marketplace listing is being updated.
Forte runs in your browser inside Zendesk. No ServeTech server holds customer data.
What each plan includes
| Feature | Free | Premium |
|---|---|---|
| Next ticket and queue | ||
| Next ticket, automatically after each submit or on demand | Yes | Yes |
| My open tickets and Work my tickets first | Yes | Yes |
| Agent states: On clock, Away, Paused, Off clock | Yes | Yes |
| Areas and groups | ||
| Areas and keywordsFound in your ticket history. You approve them or make your own, and an admin reviews every change before launch. | Yes | Yes |
| Area groups for calls and chatZendesk does the routing for calls and chat. Forte keeps the groups it uses current. | Yes | Yes |
| IVR menu by areaA Zendesk Talk IVR menu with a key for each area, set up at launch. Needs a Talk plan that includes IVR. | Yes | Yes |
| Settings that shape resultsResult weights, how sure a result must be, how many strong agents each area needs, and priority order. | Defaults | Adjustable |
| Cover areas in need | ||
| StaffingExpected demand by area and time, and where coverage is thin, with working schedules. | Yes | |
| Coverage CalendarDays out and weekly schedules, to see who is working when. | Yes | |
| See the whole team | ||
| Where each agent is strongest | 5 of your top agents per area, updated once a day | Every agent in every area, updated through the day |
| Manager viewManagers see every agent's results in every area. | Yes | |
| Team StrengthsWho is strong in which area, who is learning it, and how sure Forte is. | Yes | |
| Help each agent grow | ||
| Each agent's own viewEach agent sees their own results in each area, and only their own. | Yes | Yes |
| One-on-one notesSave tickets and notes for a one-on-one with an agent, and share them with that agent. Agents can flag tickets for it. | Yes | |
| CoachingResults that dropped on an area are marked worth a look, with the tickets behind them. | Yes | |
| Shout-outsWins worth sharing with the team. | Yes | |
| Track change over time | ||
| Impact reportYour own before and after numbers, team level, where there is enough history. | Yes | Yes |
| TrendsHow each area and each agent changes over time. | Yes | |
| HighlightsWhat stood out on any past day, with its report to download. | Yes | |
| ExportDownload results and history for a date range. | Yes | |
Billing
Zendesk handles billing for Forte. Premium is $25 per agent per month, with a 21-day trial. The Terms of Service, section 3 covers what happens when the trial ends.
Moving to Free
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).
The Impact report is on Free and reads your Zendesk history. If its launch date resets, set it back to your first launch in the Impact report.
Billing questions
What happens when the Premium trial ends?
Zendesk handles billing for Premium. The Terms of Service, section 3 covers what happens when the trial ends.
Which Zendesk plan do I need?
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.
Put the best-fit ticket in front of the right agent.
Install Free from the Zendesk Marketplace, or schedule a walkthrough with a ServeTech founder.
See what's in development with sample data, or schedule a walkthrough with a ServeTech founder.