Admin and settings Q&A

Hi everyone!We’re exploring ways to integrate Front with our CRM so that our team can see customer context right inside the inbox and avoid switching between tools.Which CRM are you using with Front, and how well does the integration work?Thank you! 

Hi everyone!We handle a large volume of customer conversations every day, and we’re finding it difficult to keep our tagging consistent and truly useful. One of the main challenges is that we don’t have a standardized list of keywords or predefined tag guidelines, so team members often apply tags based on their own judgment, which makes reporting and filtering much harder.How do your teams keep tagging organized and consistent, especially when you don’t have a strict set of keywords? Any best practices, workflows, or automation tips would be really appreciated! Thank you!Patrycja

This is obviously a metric we are always trying to improve. An idea that came up is targeting problem teams with direct communications with suggestions and bumps of previous trainings they may have forgotten. Any other suggestions for ways to help teams continue bringing down their first reply time outside of a full re-training?

Looking for inspiration on we can utilise all the features within Front!

I was curious which analytics you all find most useful on Front and most intuitive? 

Hi Everyone!I’m fairly new to Front currently exploring how to streamline our support team’s inbox during peak hours. We get flooded with customer queries and sometimes high-priority issues get buried.I’m planning to create a few rules that tag message based on keywords like “urgent”, “outage” or “payment failure” and then route those to a priority inbox.Has anyone implemented a similar triage system using Front rules and tags? I’d love to hear how you’ve approached escalation logic or how you’ve used custom SLA rules for this type of workflowThanks in advance for sharing your experience😇

Front has been helpful in keeping track of all work and is user-friendly. 

Hi!Our team is thinking about using Front more intentionally for onboarding new hires.Has anyone set up Front-based workflows or resources (rules, tags, knowledge base, etc.) to help with onboarding or training? What worked well?

In reviewing the team performance analytics, I noticed that the average Reply Time and First Reply Time are not displaying for a particular team. I'm unsure why this is happening. It could be related to how the team is handling responses (possibly archiving messages before replying), but I’m not certain. I’d appreciate any insight into what might be causing this.  

Is there a way top duplicate rules and macros? It’s frustrating to create rules all over again and they are pretty similar.

What strategies have worked best for you when onboarding new team members in Front that are resistant to change and struggle with new platforms? What was the most challenging aspect and how did you overcome it?Thank you

Can anyone share some insights about importing client Accounts and Contacts from Salesforce into Front and if changes to any contacts attached to a Salesforce account are synched in Front Accounts? Such as contacts moved to a a different account, new contacts added or deleted in Salesforce accounts? Any particular Front settings that should be switched on/off?Thank you

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?

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

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

Hello Team,  Could you please advise on whether the archived conversation will be reopened after tagging the team members? Thanks 😍

Hey team, Could you please clarify the difference between Trash the conversation and Archiving it? Thanks 😍

As a new Front user, I have just recently begun to experiment with the "Invite guests to conversations or internal discussions" feature. This feature allows you to bring external collaborators—such as clients, vendors, or contractors—into specific email threads or internal discussions without granting them full access to your inbox or workspace.Benefits I’ve noticed: Improved collaboration: Instead of forwarding long email chains or creating new threads, you can bring a guest directly into an existing conversation. This helps reduce confusion and ensures everyone is aligned. Streamlined communication: It keeps all related messages and participants in one place, cutting down on scattered emails and improving response times. Controlled access: Guests only see the conversations they’re explicitly invited to, which helps maintain security while still enabling collaboration. Challenges as a new user: Understanding permissions: Initially, it wasn’t entirely clear how much visibility a gu

New to Front and wondering if anyone has SLA tips and tricks for a team that covers all time zones in the US?

I often review multiple schedules, identify shared openings, and provide clients with options.Is there a scheduling assistant or AI integration that can automate this? Ideally, I’d love to select team members and get a summarized availability report to copy/paste into emails—or even have AI pull this from Front calendars.Any suggestions?

How do you typically use custom fields, and what use cases have been most valuable?

We need assistance on how to  send "opt-in" messages to be able to message our customers either outside the 24-hr window or to initiate a message with a new contact/customer. Pls. advise. 

New user to Front and was wondering if anyone felt it more beneficial to archive in Microsoft Outlook before migrating over to Front?  Or doing it inside Front once setup?  Appreciate any suggestions!

I have a team workspace set up. One of the team members has all team emails set up to be forwarded to her personal inbox. She also has her settings set up to send& archive. After she responds to the email, it archives in the team’s inbox automatically, but not her inbox. Is there a way to get the email to automatically archive in both inboxes?

Curious to hear from any previous Front implementors to see when they realized full value of all that Front has to offer.  In my early workings in Front, seems like there are some immediate wins that help streamline and create efficiencies within a company which is amazing!  Did you find to be shortly after adoption period? Three months in?  Six months in?  Would love to hear some of your experiences.