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Community topics about Front features and workflows

638 Topics
helena
helenaCommunity Manager
published in Announcements
How we built Queue Crushes: Front Support’s remote collaboration frameworkResource

Ever wished remote support felt as connected as an in-office team? That’s why our support team created Queue Crushes — a structured, real-time collaboration session where our support team tackles cases together, shares insights, and strengthens teamwork. What started as a simple idea to bring back the ease of quick, in-person collaboration has evolved into a cornerstone of how we work. With dedicated one-hour sessions, anyone in support can bring their trickiest cases, learn from teammates, and improve processes together. It’s helped us solve cases faster, break down silos, and create a stronger, more engaged team.📍 Want to learn how to build something similar for your team? Read the full article here.

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helena
helena
helenaCommunity Manager
published in Announcements
Boundless Immigration transformed operations with Front IntelligenceResource

Boundless Immigration simplifies immigration for individuals, families, and businesses with innovative software, expert legal guidance, and a commitment to making the process accessible and easy for everyone.Front has fundamentally transformed how Boundless Immigration delivers customer service, enabling the team to scale operations without proportionally increasing resources. By leveraging Front’s automation, routing, and AI capabilities, Boundless saves over 10,000 hours every quarter — time that would otherwise be spent on manual processes like tagging, triaging, and responding to inquiries.📌 Read the full story: https://front.com/customer-stories/boundless-immigration

530
helena
helena
helenaCommunity Manager
published in Announcements
New and improved ticketing course in Front AcademyTraining

We're excited to announce an update to our Create your ticketing system with Front course in Front Academy. Whether you're a seasoned Front user or just getting started, this updated course provides valuable insights and practical guidance to streamline your workflows and enhance customer service. Here's what you can expect to learn:🎟️ Ticketing fundamentals: We'll cover what ticketing is, why it's important, and how it works within Front. 🤝 Hands-on guidance: Learn how to enable ticketing, utilize ticket statuses (including new custom statuses), and leverage ticket IDs. 🔃 Workflow optimization: Discover how to automate actions using rules and macros based on ticket status. 📈 Performance insights: Understand how to track and analyze ticketing metrics within Front Analytics. 🔑 Customer portal mastery: Learn how to empower your customers with Front's new Customer Portal.This updated course will equip you to provide exceptional service, delight your customers, and keep all your ticke

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helena
Kenji
KenjiFronteer
published in Announcements
Front Support team’s modified hours March 3-7 while at company offsiteAnnouncement

Dear Front Community, We're excited to share that our Front team will be gathering for our company offsite in Mexico from March 3-7, 2025. This valuable time together allows our team to strengthen connections, align on our vision, and continue building the best possible experience for you, our valued customers. ❓What this means for you During this period:Our support team will remain operational Response times for non-urgent matters may be slightly longer than usual Critical and urgent issues will continue to receive prompt attention Regular service will resume on March 11th, 2025  🧠 Why this matters At Front, we believe that strong team relationships lead to better customer experiences. This offsite gives our team the opportunity to:Build stronger cross-functional relationships Share knowledge and best practices Collaborate on future innovations Align on our mission to help teams do their best work 🆘 Need support during this time? If you need assistance during our offsite:Live chat w

3940
Kenji
bgraeff
bgraeffConversationalist
asked in Get started on Front
Connectors

As we’re in setup, does anyone have any good advice in terms of keeping it simple but impactful in terms of the connectors we’re building. How should we think about connectors and their applications within Front. We have a development team and want to make sure we’re prioritizing the right work for connectors. Looking for a framework to help us think about this prioritization. 

471
jason
daniel_smith
daniel_smithRookie
posted in Workflows discussion
Customer Success Rules

Hello, Curious if anyone has seen any rules (outside of the “standard” rule set that really helps CS teams perform well? I am aware of the SLA features and love those, but any creative workflows or sequences anyone has seen work really well for Customer Success teams?

64311
hannah
kim_iburg
kim_iburgConversationalist
asked in Product Q&A
Encrypted Emailing - message and attachments

Receiving and sending the personal information of our customers is a critical part of our work and we’ve experienced challenges with encrypting both the body of the message as well as attachments.  How is everyone else achieving this?

392
kim_iburg
mcmamou
mcmamouRookie
asked in Workflows discussion
MAIL SENDING FAILURE

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???

631
PhoebeatFront
emontoya
emontoyaConversationalist
asked in Workflows discussion
Combining Emails

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?

141
cat_apac
erodriguez
erodriguezConversationalist
asked in Product Q&A
Holidays in Business hours

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. 

161
Cori
Alex Caballero
Alex CaballeroRookie
asked in Get started on Front
AI features

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!

272
Cori
harry
harryHelper
asked in Product Q&A
Emoji in Account descriptions

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

372
helena
mwilembo
mwilemboEnthusiast
asked in Workflows discussion
Inquiry About GDS Integration with Front

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. 

181
cat_apac
helena
helenaCommunity Manager
published in Announcements
Respond faster with AI Assist, now in open beta!Feature

AI Assist is now available in open beta, enabling support teams to respond faster than ever. AI Assist is built around suggested replies, which now leverage past, similar conversations and optionally, your Front Knowledge Base. Let AI generate a message draft and see which sources contributed to it for full transparency and clarity.  Let’s see how AI Assist can save you time and help you exceed customer expectations:✍️ Auto-draft: When AI can find a close enough match between the current conversation and a previous, similar conversation (or a knowledge base article), you’ll see a “Draft reply” button. With one click, AI will create a suggested reply for you to review. 🤓 Review and personalize: Easily validate the reply by reviewing the sources AI referenced and the message draft itself. Personalize the response as needed to ensure every communication is 5-star worthy. 🤩 Wow your customers: AI Assist gives you automation you control, letting you serve your customers more efficiently w

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helena
maddiemorris
maddiemorrisConversationalist
asked in Product Q&A
Using Discussions as Replacement for Slack?

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? 

523
kim_iburg
alec_badillo
alec_badilloConversationalist
posted in Get started on Front
Interesting functions

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.

191
Cori
helena
helenaCommunity Manager
published in Announcements
How your support team’s tone will build trust with every replyResource

A great support experience isn’t just about solving problems — it’s about how you communicate. We’ve developed a thoughtful tone framework that ensures every interaction builds trust and strengthens customer relationships. Want to see how we do it? Check out our support team’s tone guidelines and get actionable tips to refine your team’s communication. 

722
helena
phill
phillEnthusiast
posted in Product Q&A
The AI Lock-In: When Will We Have Choice?

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.

1422
maddiemorris
mwilembo
mwilemboEnthusiast
asked in Workflows discussion
Approvals in Front

Hi All,As we explore Front’s capabilities, we wanted to check whether it includes an integrated approval workflow. In our organization, we currently use an approval process where one department submits a request for flight booking approval before an invoice is issued to a client. Does Front support a similar workflow?Looking forward to your insights.

171
andersen_front
albert_szybinski
albert_szybinskiConversationalist
posted in Workflows discussion
seting up rules with AND condition

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.

343
andersen_front
megan.lis
megan.lisRookie
asked in Product Q&A
Closed ticket automatically archive in individual team member inboxe(s)

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”? 

401
andersen_front
bradley_roe
bradley_roeConversationalist
asked in Product Q&A
Spell Checker

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

903
PhoebeatFront
helena
helenaCommunity Manager
published in Announcements
Growing your support team: A leader’s guide to evolving roles in the AI eraResource

Here at Front, we’re already witnessing AI’s impact on support jobs. Our AI-driven self-service support handles 58% of our customer inquiries. But we couldn’t have gotten there without building a robust knowledge base and optimizing our operations — all of which required investing in new staff roles.Our support operations team is the fastest-growing function of our support org, and they're all focused on making AI work better for both our customers and our team.We’re sharing real stories from our: Support Programs Specialist (aka knowledge manager because AI needs quality content too!) Support Operations Analyst (the trend-spotter helping us get smarter) Support Operations Developer (turning complex workflows into one-click solutions) Check out their stories and grab the job description templates to help build your own dream team ➡️  

340
helena
helena
helenaCommunity Manager
published in Announcements
Building trust in remote teams — one game at a timeResource

Managing a remote support team comes with unique challenges — but it’s possible to build strong connections, foster trust, and even have fun along the way. In his latest article, Front’s Anthony Galleran shares proven strategies for creating a culture of trust, including his concept of “Mandatory Fun.” Learn how his team keeps engagement high with small but impactful habits, transparent leadership, and structured team-building activities. Plus, get inspiration from the full list of activities that have worked at Front. ▶️ Check out the full article and activities here. 

540
helena
arcmon888
arcmon888Enthusiast
asked in Workflows discussion
Escalation Proceduure

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

581
annika_hanlon

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