[Recording] Front Product Roadmap Webinar: January 2025 Edition

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.