Will analytics track statuses cumulatively (like showing all waiting statuses together) or separately (per custom status, like showing “Waiting on Customer” vs. “Waiting on Representative”)?
Or preferably both?
Can ticketing be enabled by user/team? So not all company would function under the ticketing system?
To those who are subscribed to this thread for updates -- we’ve edited the original post to include the recording from today’s roadmap webinar, so feel free to catch up if you had to leave early or if you want to share with your teammates!
We’ll be posting the Q&As in the upcoming week as we work with our product team to answer them! Thank you all so much for the feedback and questions. We’re excited to share more 
User question:
Can we create a portal without a Front KB?
No, you must have a Front Knowledge Base to use the customer portal at this time, but it’s an easy fix. If your knowledge base is hosted elsewhere, you can create a new Knowledge Base with Front with just 1 published article to get started using the portal.
User question:
Will the login for the customer portal be the same login details as our Front Knowledgebase?
Right now, these are separate. If you enable SSO for Knowledge Base, users will still need to verify their email address to submit a request via the portal. We’re looking to unify these processes in the future!
User question:
Will analytics track statuses cumulatively (all waiting statuses together) or separately (per custom status)?
Analytics measures the time spent in each custom status separately - except for the Resolution by tag table. This is already rolled out, let us know your feedback!
User question:
Can we set the ticketing Waiting for statuses? You showed waiting for customer, waiting for fulfillment - can we create our own list of available waiting for statuses?
Yes, you can create any custom statuses you want under any of the Open, Waiting, or Resolved categories. Here are the steps how.
User question:
Was there a specific date that the custom ticket statuses functionality is going to become available?
It’s available now on all current Front plans! Learn more about them in our help article.
User question:
Will custom ticketing statuses allow for different options between inboxes?
Custom ticket statuses are only available at the company level at this time. In the future, we’ll be introducing custom ticket statuses by workspace and inbox, stay tuned for that announcement!
User question:
Will there be “manual QA” available as well as the Smart/AI-based QA features?
The first version of Smart QA will be fully scored by AI, and the reviewer will be able to override the AI’s output. Manual criteria will be added in a later release.
User question:
Recommended continuation of development: Continued ai tag training beyond the intial 10 email acceptance. In example, being able to up or down vote communications to let the ai know how its doing to further refine how you tag.
Great suggestion! This echoes an open request on our portal that you can upvote to follow progress and add more context: https://front.aha.io/ideas/ideas/PRD-I-6378
User question:
In addition with Contact Improvments. Can we please not allow the Contact engine save “failed” email addresses. We keep having to clean out email addresses that are invalid or do not exist.
Thank you for the feedback. We are looking into this. Would be helpful if you could share more on how those “failed” email addresses get to you (e.g. is it via email/chat, is it via a specific workflow you have)? This question was submitted anonymously, so we unfortunately can’t follow up with you directly. If you asked this question, feel free to reply with more details here!
User question:
Is Front still able to integrate with Servicenow?
While we do not currently offer a pre-built integration with ServiceNow, you can build a custom, low-code Connector integration with ServiceNow using our easy-to-follow Connectors Academy course.
User question:
Hi, is there a plan to put an Asana connector as part of the Growth plan? Please!
We are exploring expanding our pre-built Connectors and will include Asana in our consideration set!
User question:
Is there any scope to add a feature where you can see if a ticket has been printed by a user?
We currently don’t have this planned and it’s the first we’ve heard the request! It’d be helpful if you could submit this as a feature request over in our Ideas portal so we can track it and others can upvote!
User question:
Is the ticketing status available only in the share inbox or also in the private ones ?
Ticketing is only available in shared inboxes.
User question:
Does each CSR choose which incoming emails they ticket and which ones they don't? If the email is one they can quickly answer, we wouldn't want it ticketed. Only ones that need input from others before we can respond are the ones we want to ticket so we can track them.
Ticketing is enabled per inbox, so is determined by the inbox settings. If a ticket comes in that can be quickly answered, our recommendation is to move it to a non-ticketing inbox.
User question:
Can ticketing be enabled by user/team? So not all company would function under the ticketing system?
No, ticketing cannot be enabled by user or team at this time. It can be enabled per inbox.
User question:
What is the difference between linking a convo, and merging a convo? How do we know best which action to select?
Linking a conversation links a conversation to another, but keeps them separate – this is helpful when the topics are related but not exactly the same or if they are separate action items so that you can cross-reference and collaborate on them with different people. Merging conversations combines them into 1 conversation so the topic should be the exact same, such as when a customer starts a new thread but about the same topic.
User question:
Will the splitting tickets feature be something we can build into custom rules?
We’re working on automated ticket splitting logic, and would love to learn more about your use case for wanting them incorporated into custom rules. Please submit details in the Ideas portal so our Product team can track that.
User question:
For the AI chat bot, it looks like this was hosted on a Front URL. Would we have API access to host this in our custom built patient portal? Thanks
The chat widget itself can be hosted on any website – here are steps on how to do that. As for chatbot public API, we’re working on this and hoping it will launch in the upcoming months!
User question:
We get a lot of questions by email / chat from all different countries / languages. If the question is by email we can translate the message, answer in our own language and translate back to the senders language. Is this translate function also coming to chat ? We get more and more chats and here we still need to copy n paste in Google Translate. Thanks.
This isn’t available yet, but is definitely on our Product team’s radar and roadmap for this year. Make sure you’re subscribed to our Product updates section of our community to get updates on all the new features we launch!
User question:
when « send as » will be customizable like sendas waiting for « custom » ?
We’re actively tracking demand and feedback for this feature, but there’s no confirmed ETA yet. Definitely let us know specific thoughts in the relevant requests in our Ideas portal, or upvote them!
User question:
Can we search and sort emails “easier” by Dates yet?
Messages can be searched by date, using the search builder and “before” “after” and “during” operators. We have also recently improved how date-type custom fields can be searched, as outlined in this article. Let us know specific thoughts in the relevant requests in our Ideas portal, or upvote them!