[Recording] Front Product Roadmap Webinar: January 2025 Edition

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.