ServeTech Forte
The best-fit ticket comes to the agent who handles it best.
Works with
Support
Developer
ServeTech
About this app
Every team has experts in their industry topics. Forte helps you find them. It puts the next ticket in front of the agent best placed to take it.
WHAT IT DOES
- Next ticket. The best-fit waiting ticket comes to the agent on demand from the Forte icon on any Zendesk page, or automatically after each submit if turned on.
- Knows who is best at what. Statistical analysis of real results: tickets that stayed solved, customer ratings, and speed on the same channel. Results are labeled Proven, Likely or Unproven. An area is a kind of work, like Refunds or Shipping. You approve the areas it finds, or make your own.
- My open tickets. Agents see their own Open tickets, oldest first, beside the waiting list, and can choose to work them first.
- Areas that reach calls and chat. Each area you choose becomes a Zendesk group, named like "Refunds (Forte)", that an IVR menu key, chat department or messaging option can point at.
- Agent states. On clock, Away, Paused and Off clock. Managers see the team's states.
FREE: best-fit tickets for the whole team
Next ticket, area groups for calls and chat, the IVR menu, 5 of your top agents per area, each agent's own view of their results, and an Impact report (your team before and after Forte, ready about 18 days after Launch with enough tickets).
PREMIUM: shows you your team. $25 per agent per month, 21-day trial
Everything in Free, plus Staffing, the Coverage Calendar, the manager view, Team Strengths, one-on-one notes, coaching, shout-outs, trends, Highlights and export.
REQUIREMENTS
Works on any current Zendesk Support or Suite plan. For email, web form and API tickets, Forte takes over assignment, so Zendesk's automatic assignment must be off for them. Calls, chat and messaging stay with Zendesk's routing and use Forte's groups. The IVR menu needs Talk with IVR. An admin or manager account needs Forte open in Zendesk for the waiting list to update. Making groups and changing members needs an admin's copy open. Agents need Zendesk open and signed in, and Forte opened once per sign-in, for Next ticket to work from the top bar.
YOUR DATA
Forte runs inside Zendesk in your browser. It reads each ticket's text and history, agents, ticket metrics, agent availability, groups, group members, brands, phone numbers and IVR menus. Each agent's copy also searches Zendesk for that agent's own open tickets when they look, when they submit and every 5 minutes while On clock. It never changes those tickets. Before it removes someone from an area group, it counts that group's unsolved tickets. It writes only a ticket's assignee when an agent takes a ticket (by button or automatically after a submit), area groups and their members, approved IVR menu changes, and the app's own settings. Settings are kept in your Zendesk account and in the browser of the people who open it. No ServeTech server holds customer data. Privacy policy: https://www.servetech-solutions.com/privacy-policy
Questions: contact@servetech-solutions.com
App details
How to install
Install Forte from the Zendesk Marketplace and pick Free or Premium. Premium starts with a 21-day trial.
On the install page, leave role and group restrictions off so every agent can use Next ticket, then click Install.
As an admin, open Forte from the left bar in Zendesk Support.
Setup checks what Forte needs. For email, web form and API tickets, turn Zendesk's automatic assignment off. Forte cannot change that setting, so it asks you to confirm it.
Review the suggested areas. Keep them, edit them or add your own.
If you use Zendesk Talk, set up the IVR menu so each key goes to its area group.
On Review and launch, check the list of what Launch will write to Zendesk, then click Launch. Making groups and changing members needs an admin's copy open.
Keep Forte open in an admin or manager account during the workday so the waiting list updates.
Agents keep Zendesk open and signed in, and open Forte once each time they sign in. After that, the Forte icon in the top bar opens a small panel with Next ticket, Away, Off clock and Back. If Zendesk closes the panel when an agent clicks into a ticket, one click on the icon brings it back.
To have the next ticket open automatically right after a submit, each agent turns on "Open my next ticket when I submit" (off by default), or an admin turns it on for the team. It never fires on a timer. 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.
Questions: contact@servetech-solutions.com
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Plans and pricing
FREE: put your strengths to work
Never pay a thing
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. Plus an IVR menu, top 5 agents per area, each agent's own view of results, and an Impact report of your team before and after Forte.
InstallPREMIUM: build on your strengths
Free 21-day trial, then $25.00 per agent, per month
Everything in Free, plus a manager view for growth: plan coverage with Staffing and the Coverage Calendar, see Team Strengths and trends, and keep one-on-one notes, coaching and shout-outs together. Highlights and Excel export share results.
Free trial