Front users

Hello, since this morning we have not been able to send our emails via front (we receive however),we have gmail addresses and others specific to our company, none of which work when sending.I checked Front Status nothing is declared,It worked perfectly until yesterday,anyone have an idea???

We are currently utilizing two e-mail addresses for two workspaces.  These sometimes overlap.  I was wondering if anyone has had success in going from multiple e-mail addresses to just one and still be able to assign tickets automatically to the proper workspace?Did you utilize Rules to make this successful?

Howdy, I am a new Front user and didn’t see where we can add Holidays to the Business hours rules.  Can someone please guide me where to go.  Thank you. 

Hi Fronteers!I just saw the different AI features that Front has, AI compose for email, AI compose for knowledge base, AI Summarize.Is there a way to adjust the language and tone that the AI uses so that it resembles my way of communicating, and thus give a more personal touch to the text?Thank you!

Hello,Simple question that from what I see can not been done. In an accounts description can a star be added? We would like to include a 5 star rating system into our accounts descriptions. Maybe this is for the idea section or someone has figured out a way to enter something other than text into an account description.Thanks,Harry

Hi All,I’d like to learn more about how Front interacts with Global Distribution Systems (GDS) and how that relationship is structured. Specifically, does Front collect Passenger Name Records (PNRs), and does it offer a plugin or integration that allows PCCs to be connected, enabling ticket issuance from GDS bookings?Looking forward to your insights. 

My company is finding too much overlap between how Slack and Front are used, and would like to streamline everything into Front. Has anyone else done this? If you did, what were some of the ways you customized Front to allow for more casual type conversation that wasn’t about a specific customer or project? 

One of the functions that I found very interesting is the SLC (Service Level Agreement). I think it is important to maintain a good response time with clients to continue having a good relationship with them.I found very useful the tool to add {{survey}} at the end of an email tread, should be great to measure customer satisfaction.Also great tool I will start using is the ''Compose with IA'', I think it is a great way to improve the tone of the email.

I'm here to share a bit of a frustration that seems to be growing more common. It feels like every software we subscribe to these days is trying to push their own AI services or tools on us, with no option to integrate the AI provider we already prefer.This feels eerily reminiscent of the smart home industry, where manufacturers have historically tried to lock you into their ecosystem. Thankfully, we're seeing progress there with the adoption of Matter.So the question is, when will we see a similar shift in the AI space? Front already integrates seamlessly with our existing email platforms. If my team uses Google Workspace and we're paying for Gemini, it would be fantastic if we could leverage Gemini's capabilities within Front as well.Let's be honest, most of us are already invested in AI tools from major providers. It would be a huge win for both users and software companies if we had the flexibility to choose our AI provider of choice.

Hello,I am trying to set some custom rules and I am missing AND condition. There is only OR condition available. I have seen Front demo videos that showed AND condition but it is not possible for my to change OR to AND. I have Growth plan but I don’t see any difference with Scale plan here https://front.com/pricing when looking at workflow rules.

Is there a way that if I (admin) can close one of my team’s emails (tickets), then that email can be removed from the team member’s inbox? I’ll try to help clean up their workloads and will close unnecessary tickets - but it stays in the team member’s inbox and has to archived by the team member. Is it possible to have Front automatically archive the email from the team member’s inbox when the ticket status is changed to “closed”? 

Hi there… The spell checker seems to of disappeared - incorrectly spelt words are no longer underlined in Red.Could you let me know if this can be fixed?  Thanks!Bradley

Hey guys im new here and i just wanted to know more about - How do you use custom fields in Front to create an escalation procedure for critical conversation? I would really appreciate if anyone can answer to this post thanks!Archie

Hello this is probably very simple but just not seeing it as a option.  I can sort the inbox so that the newest email is on top.   But what I am looking for is a way to sort the conversations/replies from the customer or the team, once I open a email thread.  Currently if the team adds a internal message.  I need to scroll through the entire thread to the bottom in order to see it the most current reply. 

Hello dear Front Community,We have been testing around with the Knowledge Base and noticed that it seems to not be possible to search for keywords in an article (whether on the published page or in the plugin)! The option to search exists, but it will only bring up the article itself, not location of word in question. This definitely steals time in the workflow, which we’re trying to improve!Does anyone have a solution or workaround for this? :)

Hi,  I’m trying to find a workaround to move work personal emails username@domain.com as participants when a customer is adding them in TO/CC along with our main domain support@domain.comI may have found a way to spot they are in CC and add them as participants, but I cant find a way to remove them from CC when someone hits on Reply to allUnfortunately this is a habit for some of our customers, and as the team is starting to use Front they dont always check everyone is CC resulting in Adding these agents as contacts in the conversations (which I havent found a way to remove - if there is a solution here please share)  Adding emails in different inboxes (a same conversation is in 3 or 4 different inboxes in different workspaces) Any workaround?

I am cleaning up our Front rules, and we have a rule where one of the criteria is “SLA Applies (tag) is added”. We do not have a tag by that name. Is this a function in the background where the SLA Applies tag automatically exists if SLA rules are created? I cannot find any help articles indicating this, but I did find an article referencing how to search for conversations where that tag was removed. I would greatly appreciate anyone pointing me to the correct resource.

Hi Front Community,I hope everyone is doing well! I’m looking for guidance on how to manage our holiday hours in a way that ensures our team’s response rate metrics and SLA calculations are not negatively impacted on days when we are out of the office.Is there currently a way to configure holiday hours or exceptions so that these days are excluded from the overall metrics and individual performance tracking? If not, are there any workarounds or best practices that others have implemented?

Hi Front Community! Me and a couple of my coworkers have run into a little bit of problem through the inboxes that we are managing using Front. As it stands, I am the primary person that is responsible for managing two inboxes that we have synced to Front. However, two other people in my department (that also have access to the inbox) are having emails auto-assigned to them. We haven’t created any rules or made any changes to auto assign emails to specific people. For context, I’m an intern and my two coworkers have requested that I only manually assign emails to them either when something is out of my reach or if I need help with something. Unfortunately, the auto assignment problem that we are having has resulted in longer response times. Because it is a new year, we are trying to fix this issue before everything starts to pick up again. Any help or advice would be greatly appreciated.