🎟️ Access ticket resolution metrics in the workflow report
Your favorite performance metrics, such as resolution time and replies to resolution, now work with ticketing statuses. These metrics were previously only available if you had a conversation stage rule, but now both types of resolutions (stage and ticketing) are accounted for.
Learn more about each resolution metric at the links below:
- Resolved conversations
- Unresolved conversations
- Resolution time
- Replies to resolution
- Resolved on first reply
Note: Conversation stages will be gradually replaced by ticketing statuses—learn more here.
⏰ See waiting and snoozed conversations in the Live dashboard
The Live Dashboard now includes “waiting” and “snoozed” conversations in addition to “open” ones, giving support managers a full view of all conversations by status. Learn more.
Syndico is a co-pilot for your property management business, enabling you to receive, analyze, and respond to requests, all while connecting directly with your suppliers. With the Syndico integration, you’ll see contextual information in the Front sidebar related to the conversation you have open. To get started, install the app and connect your property management software. Learn more.
🤖 New integration: Yoom
Yoom is a no-code, hyper-automation tool focused that automates daily desk work like data entry, document issuance, email correspondence, and other administrative tasks through technologies such as API integration, OCR, AI, and RPA. Integrating Yoom and Front streamlines customer communication by automatically sharing messages from Front to Slack or MS Teams, syncing contacts from CRM systems like Salesforce and Hubspot, and drafting responses with AI-generated replies. Learn more.
Ariglad automatically updates and creates knowledge base articles by analyzing your support tickets, release notes, and other content. Ariglad connects to your Front knowledge base to ensure it is always up to date, allowing customers to find answers instantly and reducing support tickets. Learn more.
📥 Import tickets from Zendesk more easily
We’ve made some improvements to make it even easier to import Zendesk tickets into Front. You can now select a specific timeframe for the tickets you’d like to import into Front, and we’ll import the most recent tickets first. Learn more about the Zendesk importer.
🚦Build workflows with ticket statuses
You can now build rules and macros to automatically update ticket statuses to enhance your team’s productivity, automate processes, and streamline your workflows. Learn more.
📚Customize your knowledge base contact forms
Now you can customize your “contact us” knowledge base forms. You can edit and add additional text fields to collect the information you need from your users. Learn more.
🦾 Macros sort order improvements
Front now automatically suggests the most relevant macros based on recent team usage, prioritizing those used most often in the past 30 days for conversations with similar attributes—like shared tags, inboxes, or previously applied macros.
Learn more about macros here.
🔋Refresh application objects instantly
You can now instantly refresh your application object data by clicking a new refresh button, which will retrieve the latest information from external services, keeping data fully up-to-date. Learn more.
MaestroQA provides cutting-edge quality assurance software for modern teams across diverse industries. With MaestroQA’s advanced integration with Front, your team can elevate quality assurance using automation, AI-driven insights, and tools for continuous performance improvement. Once your MaestroQA account is set up, simply integrate Front to seamlessly pull tickets and data directly into MaestroQA. These insights can then be analyzed to assess agent performance, capture voice of the customer (VOC), and uncover valuable operational insights. Learn more.
🏷️ Categorize even more conversations with AI
With AI Tagging, available in open beta, you can automatically tag messages by topic or sentiment for quick context and consistent reporting. And now, AI Tagging supports up to 50 tags per shared inbox, so you can automatically tag more messages.
Learn more about AI Tagging.
🚥 Enable ticketing in your inbox
Now you can enable ticketing IDs and statuses in your inboxes, making it easier than ever to track, organize, and resolve complex customer requests at scale. You can also track ticket volumes and statuses in real-time in the updated Live Dashboard.
💯 Track and measure customer satisfaction for live chat
Now you can gather Customer Satisfaction (CSAT) scores directly within chat interactions, enabling customers to provide immediate feedback and making it easier to measure performance and identify areas for improvement.
👏🏼 3 new macros updates: Teammate answers, Connector actions, pre-built templates
Macros allow admins to create shortcuts in your Front messages to help teammates take multiple actions in a single click. We’ve made 3 updates to make macros even better at automating your processes:
- Teammate answers: Add a required step for teammates to fill out essential information (such as required Jira issue fields, writing a quick summary, or escalating a ticket)
- Connector actions: Build macros with Connector actions that can take action in your third party systems (like canceling an order in Shopify, or creating a bug in Jira)
- Pre-built templates: Choose from a library of pre-built macro templates to get ideas on how to automate your processes
🆕 New AI features for agent assistance
Boost team efficiency with our two latest AI features:
- AI Translations: Translate customer messages into your preferred language to more effectively serve customers around the world.
- Internal AI Answers: Get answers from your knowledge base faster with help from AI. Simply ask a question in the knowledge base plugin and AI will surface the relevant information found in any articles.
Company admins on the latest Growth plan and above can go to Company Settings > AI to turn them on settings. These features will be free to use through the end of the year, but may be moved into a paid add-on in the future.
Learn more:
🔌 Introducing 3 new pre-built integrations with your third-party systems: Jira, Highway, and Tai
Today we’re introducing pre-built Connectors, which can be installed in just a few clicks. Connectors make it easy to reference key info about projects, shipments, orders, and more—without having to switch apps.
With our new pre-built Jira Connector, you can:
- Automatically create new issues in Jira without leaving Front
- Send comments between Front and Jira to keep both systems in sync
- Get real-time Jira status updates in Front
We’re also excited to announce our first two partner Connectors: the Highway Connector, which helps logistics companies detect fraud in their inboxes automatically, display carrier information, and more; and the Tai Connector, which helps 3PLs and freight brokers surface shipment data and update shipments from Front.
Learn more about our new pre-built Connectors, check out our Help Center. Have a request for a future pre-built Connector? Submit it here.
📊 Share and review reports with teammates
Now you can copy the URL link for an Analytics report to share with teammates and it will maintain the same setup: report, dates, filters, and metric selection. If you need to review and investigate any changes in metrics with teammates, share the URL link to ensure you have the same view.
Set up real-time, bi-directional syncs, orchestrate workflow automations, and manage data pipelines in one place. Stacksync connects Front to databases like Snowflake, PostgreSQL, and Amazon RDS. Work with fresh customer data directly in Front, sync Front data changes back to your database, and build workflows to automate business processes. Learn more.
🌲 Branch chatbots by online hours
Now you can branch your chatbots by team online hours, enabling you to set up different chatbot flows depending on when your agents are online. Learn more.
Requesty is a conversational intelligence platform that helps companies make data-driven decisions from customer conversations. The Requesty integration syncs bi-directionally with Front, enriching your user data and providing powerful, real-time analytics through the Requesty dashboard. Learn more.
📇 Manage contact access with teammate groups
Now you can manage access to shared contacts based on teammate group membership. Learn how to configure this in your settings here.
🔒 Control internal Knowledge Base access with teammate groups
Customers can now choose which teammate groups have read-only access to their internal Knowledge Bases. This update is ideal for teams with specific data access and privacy needs. Learn more.
👉 Manage teammate groups with the API
You can now manage teammate groups via the Core API. Teammate groups allow you to create centralized lists of users that make it easier to manage shared inbox and contact access. We’ve added 14 endpoints to help you fetch, create, update, and delete teammate groups or related access like inboxes or teammates within the group. Check out our Developer Portal for the full list of endpoints.
With our Vooma integration, logistics companies can win more business by automatically identifying email quotes, drafting responses, and determining whether opportunities were won or lost—without additional manual work from agents. The Vooma Front integration enables Front users to access Vooma Quote and Vooma Build from within the side panel in their inbox. Learn more.
1️⃣ Build macros to take action in external systems
With macros, your team can perform several actions at once with the click of a button. Now, you can build 1-click macros to automatically take actions in external applications, such as canceling orders, booking flights, updating records, and more.
🪛 Drill down further into the Workload report
Now you can see a breakdown of volume or efficiency metrics for the top 5 inboxes or tags in your report. This allows you to drill down to understand outliers, trends, and compare your workload across inboxes or tags.
Learn more about the Workload report.
😁 Make exceptional service your competitive advantage with Support Report
upport Report is the easy way to publish real-time service metrics that give your customers confidence. Share your Support Report with leads, prospects, and customers to increase transparency, build trust, and drive growth by showcasing the exceptional service they can expect to receive from your team.
Publishing your Support Report is as easy as 1, 2, 3:
- Curate your metrics in Front Analytics—choose from CSAT, first response time, and average response time across all channels or segmented as you like
- Publish your Support Report page on your Front Knowledge Base
- That’s it! You’re ready to start sharing with leads and customers 📣
As more and more companies share their service metrics publicly, Support Report will keep you ahead of the game with objective data your customers can trust, sourced straight from Front. Check out these teams who’ve already taken the leap!
- Archetype Themes, Shopify’s top-selling theme designers
- StoriiCare, a software platform for residential and adult day care facilities
- Goodbill, a billing transparency and claims review platform for health plans and payers
- Trainwell, a personalized fitness app matching consumers with expert trainers
- Pop Valet, a concierge car transport service based in France
- Coastal Reign, a custom clothing printing company providing top-quality apparel
- Baton, a tech-enabled marketplace for buying and selling small businesses
Learn more about Support Report on the blog, or get started with this guide from our help center.
With the new AMGiNE integration, it’s now significantly easier for corporate travel agencies to service multiple booking channels and process travel requests in Front.
AMGiNE monitors incoming travel requests inside of Front and automates actions like assigning emails to an agent, automatically initiating a GDS search and returning results to the agent, or directly to the traveler with recommendations that they can then shop. In Front, agents can also submit rapid itinerary requests connected to a specific corporate account and traveler, perform GDS searches according to policy and traveler profile information, and generate responses to the traveler instantly.
Learn more