Announcing Forethought AI agents by Zendesk for customers

Announced on | Rollout on
June 4, 2026 | June 4, 2026

Zendesk acquired Forethought in early 2026, and we’re pleased to make the Forethought product available to purchase today, June 4, 2026.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

Zendesk customers can now purchase Forethought capabilities as an add-on. Forethought AI agents by Zendesk autonomously responds to and resolves customer inquiries, and helps support admins seamlessly deploy and manage AI agents across the customer experience.

Depending on the capability, Forethought can:

Identify customer intent by analyzing ticket content to understand what the customer needs.

Automate support tasks by answering common questions, routing tickets, or suggesting next steps.

Assist agents by drafting replies that allow agents to respond more quickly and efficiently.

Surface insights by providing reporting and analysis to help teams improve support operations.

Review quality by supporting QA workflows to help teams measure and improve service quality.

If you’re not a Zendesk customer, Forethought is available to purchase and can be integrated with your platform and work across all supported channels.

For more information, see About Forethought AI agents by Zendesk.

Why is Zendesk making this change?

Zendesk acquired Forethought to give support teams faster, smarter ways to resolve customer issues. Forethought brings powerful AI and autonomous workflows to support teams across email, voice, and chat—whether you use Zendesk or not.

What do I need to do?

Reach out to your sales representative or contact Zendesk Sales to purchase our Forethought AI agents product.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk customer support.