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jettRookie

Our company is onboarding with Front, how do you accurately report on cross-team ticket resolution when conversations move across multiple inboxes before closure?

2 days ago

wardConversationalist

Workflows discussion

Require tag from set list when resolving a ticket

We’re looking to enforce tagging when a support ticket is marked as Resolved — ideally from a predefined list of tags we use for resolution classification. We’ve been able to enforce tagging when conversations are moved or archived, but this doesn’t appear to apply when someone simply changes the status to Resolved (e.g., using status buttons or automatically in sending a response).We rely on tagging for resolution audits and postmortems, so ensuring consistent tag usage at closeout is important.Before submitting this as a feature request, I wanted to check if anyone has successfully configured this in their workspace.Here’s a screenshot of the rule that isn’t working the way I’d hoped:

jettRookie

What are your strategies for prioritizing chat over email in load balancing while respecting teammate assignment limits?

2 days ago

JuanHelper

Developer Q&A

Unable to change draft's body from composer plugin

Hello, I'm developing a plugin for composer mode and I need to edit the current draft.As I understand from looking at the documentation, I need to make an API call with the message id of the draft in the url which is "msg_" but from the context in composer mode what I get is a draft id like "dra:***".I thought about making an API call first to list the messages of a conversation since I do get the conversation id from the context and from there extract the msg_ of the message if it has a draft. The problem I find is when there are several active drafts in a conversation since I only want to edit the draft of the user who is using the plugin.Is there any way to get the msg_ of the current draft through the context in composer mode?Thanks very much in advance.

152

2 days ago

joe_eralConversationalist

Product Q&A

Change in forward button

Hi All, Not sure if this was part of the recent changes, or if I clicked something accidentally to get the submenus. Any help would be appreciated.

301

3 days ago

ragonzalezConversationalist

Developer Q&A

Custom Headers

Hello there! Is it possible to include custom headers in the message when a draft is created?We are trying to uniquely identify messages and conversations across multiple applications when a draft is created and when we receive a response.We tried embedding a hidden tag in the body, but the tag can be removed.Also, the company does not want to utilize Front Tags since those are application-specific. Thanks in advance,Raul

202

5 days ago

exploitationConversationalist

Developer Q&A

NEW BUG : Create message creates draft instead of message

We have been using this endpoint for creating & sending messages via Front for a year now :https://api2.frontapp.com/channels/{channel_id}/messagesAll our messages created via this end point yesterday were created as Draft instead of sending. We have not made any changes.Could you please investigate ? Our token access scope is Shared resources

212

5 days ago

mwilemboConversationalist

Product Q&A

Whatsapp integration in Front

Hi all, I wanted to ask if anyone has faced the following problems when it comes to integrating WhatsApp.The below error is what I am getting; is there a way of solving this issue?

314

10 days ago

wesley_harding_conveyorConversationalist

Developer Q&A

What's the recommended approach for developing Application Requests?

I’m in the process of building an integration for our application. We’re not Front customers, but our customers are Front customers.I setup a trial account, but I’m running into issues with many development workflows - key integration features are gated behind paywalls. I’ve built a bunch of integrations lately. It’s not uncommon to have premium features gated, but this is the first time I’ve run into basic integration functionality being gated for developers. Generally, companies are limiting abuse by keeping developer accounts to, say, 3 or less users. but generally allow most of the features to be available.Further, I don’t have a simple way to simply sign up for a paid account. Once the credit card comes out, the vendor review process comes out. I’d really like to avoid that.Here’s my use case:We have an AI tool that we integrate into our customer’s ticketing environments. We need inbound webhooks when tickets are created or comments are added to tickets _on specific inboxes_ While

202

11 days ago

harryHelper

Workflows discussion

Web link in Contacts for Account description

Hello, What we would like to do is provide a web link in an account's description box such that is would take them to a specific Knowledge base page related to dealing with that particular account. I do not have admin ability, and it appears this is not possible but is it possible as an administrator or is there some other way to accomplish this? We of course can put a note to go to Knowledge base and search for the article but that is rather convoluted with too many steps. This might also be done with a rule but that would be far more complicated than adding a link if possible. Can you add comments via a rule that contain a web link?

111

12 days ago

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kapFronteer

API news & updates

Introducing application triggers!PLATFORM UPDATE

Application triggers allow you to execute workflows in Front in response to events that occur in external systems. For example, you might want to re-open conversations in Front anytime an order changes status. When the event occurs in your order management system, you send Front an event payload identifying the trigger for the change of order status. The event payload would also identify an application object, likely through the link to the order in your management system. Once the trigger is received, any conversations that have a related application object attached for the order would reopen based on a rule. Your rule could also pull additional properties from the trigger's event payload, such as the new status, and make that available through a dynamic variable. The additional data from the property could apply a comment or tag or other action in Front based on the new status. To learn how to use application triggers, refer to our Developer Portal:Application triggers topic Trigger

341

1 day ago

reaganConversationalist

Get started on Front

Moving from Zendesk

We’re in the very early stages of moving from Zendesk (where we’ve been for 15 years) to Front. It seems like there are a lot of things that will be eaiser to manage (rules, schedules, reports), but what’s one thing you miss, or that surprised you when you moved?

1 day ago

chandlerNEEnthusiast

AHA idea https://front.ideas.aha.io/ideas/PRD-I-8475New

added idea PRD-I-8475 AI Personal Inbox and Meeting Summaries — Idea submitted in AHA and pushed to Insided via API

1 day ago

clemente.ortuzarFronteer

AHA idea https://front.ideas.aha.io/ideas/PRD-I-8473New

added idea PRD-I-8473 Add Conversation Events to Audit Logs — Idea submitted in AHA and pushed to Insided via API

2 days ago

vincentConversationalist

AHA idea https://front.ideas.aha.io/ideas/PRD-I-8467New

added idea PRD-I-8467 Persistent Inbox Sorting Preference — Idea submitted in AHA and pushed to Insided via API

2 days ago

jettRookie

Get started on Front

Reporting

Our company is onboarding with Front, how do you accurately report on cross-team ticket resolution when conversations move across multiple inboxes before closure?

2 days ago

wardConversationalist

Workflows discussion

Require tag from set list when resolving a ticket

jettRookie

What are your strategies for prioritizing chat over email in load balancing while respecting teammate assignment limits?

2 days ago

JuanHelper

Developer Q&A

Unable to change draft's body from composer plugin

152

2 days ago

maxgordonFronteer

API news & updates

Open a sidebar plugin from a URLPLUGIN SDK UPDATE

You can now open a sidebar plugin from URLs found in Front messages or comments. The format for doing so is:Syntaxhttps://<Front base domain>/open-sidebar-plugin/<App UID>Examplehttps://app.frontapp.com/open-sidebar-plugin/40a4eae201a760d1 Pass custom properties to your pluginYou can pass custom properties in the URL as query string parameters, which will then become available to your plugin’s context in the EntryPoint object.https://app.frontapp.com/open-sidebar-plugin/40a4eae201a760d1?propertyA=DoubleR&propertyB=true&propertyC=777 Read more on our Developer Portal!

272

2 days ago

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