#internal-ticketing

#internal-ticketing

Forethought was co-founded by Deon Nicholas, who serves as executive chairman, and Sami Ghoche, who became CEO in 2024 after previously serving as CTO. The pair founded the company when they were 24, and by 2025 the platform was handling more than a billion customer interactions per month for clients including Upwork, Grammarly, Airtable, and Datadog.

When was the last time you opened your contact app? Do you even bother with it? If you use email, chances are you also use your contact app -- perhaps without realizing it. However, not all contact apps are created equal. Some contact apps are very basic, while others are overly complicated. And then there's the sweet spot -- those apps with just the right number of features wrapped up in a well-designed GUI. Are you ready for this? Let's get connected.

First in line is CVE-2025-40551 (CVSS score of 9.8), a critical flaw described as an untrusted data deserialization issue that could lead to remote code execution (RCE) without authentication. According to Horizon3.ai, which discovered and reported the defect, CVE-2025-40551 exists in AjaxProxy functionality, where requests destined for other functions are improperly sanitized, and a blocklist function can be bypassed by including allowed terms early in a JSON payload.

Efficient business practices boost bottom lines, and finding the right balance begins with using the right productivity software tools. For entrepreneurs and small-business owners, time spent searching or navigating different tools could be better spent growing your company. Having the right productivity software in place isn't just convenient, it's essential for operational efficiency. The challenge many entrepreneurs face is balancing software costs with functionality.

Automation is transforming IT service management (ITSM), moving service desks from reactive, manual workflows toward systems that can intelligently route, prioritize, and resolve issues with minimal human intervention. Recent research from Freshworks found that IT professionals lose nearly seven hours every week-almost a full workday-to fragmented tools and overly complicated work processes. Implementing ITSM automation reduces manual effort, accelerates resolution, improves consistency and accuracy, enables proactive issue prevention, and delivers faster, more reliable service that measurably improves employee and end-user satisfaction.

There were specialists monitoring dashboards, tuning AI behavior, debugging API failures, and iterating on knowledge workflows. One team member who had started their career handling customer questions over chat and email (resetting passwords, explaining features, troubleshooting one-off issues, and escalating bugs) was now writing Python scripts to automate routing. Another was building quality-scoring models for the company's AI agent. This seemed markedly different from the hyperbole I'd been hearing about customer support roles going away in large part due to AI.

They said it would never happen, but of course it was always going to - ads are coming to ChatGPT. Shirley Marschall takes a look at this little bit of history repeating... Guys, honestly, there won't be ads... Jeff Bezos: "Advertising is the price you pay for having an unremarkable product or service." Elon Musk: "I hate advertising." Sergey Brin and Larry Page: "We expect that advertising-funded search engines will be inherently biased towards advertisers and away from the needs of consumers."