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helenaCommunity Manager

published in Announcements

Introducing: The Ultimate Guide to Customer Service Metrics 📊Resource

📢 New resource alert! We’re excited to introduce a valuable new resource for our community: The Ultimate Guide to Customer Service Metrics. This guide is designed to help support teams focus on the 14 essential metrics that matter most, complete with insights and practical tips from Front’s own Head of Support, @Kenji Hayward. This comprehensive primer covers why tracking metrics is so crucial in today’s high-expectation landscape. With data from knowledge bases, chatbots, and workload reports more accessible than ever, support metrics have evolved from measuring basics like ticket volume to focusing on quality, satisfaction, and overall impact. Whether you’re looking to improve response times, enhance customer satisfaction, or build loyalty, this guide is a must-read. Get ready to optimize your support operations and elevate your customer experience to new heights. 👉 Check out the guide here

660

1 month ago

ColinRookie

asked in Get started on Front

Teams Integration

My company utilizes teams for internal communications for items that may not need a full request or ticket started. Are there plans on the Front Roadmap to allow communications with Teams channels? We’re exploring some custom projects to unify our communication channels and need to determine if it is worth the lift.

ColinRookie

My company is still working through the initial rollout of Front, and for the most part it is going well. We have some users complaining of a delay between emails hitting their old Outlook client through an 0365 channel and showing in Front. We’ve done some testing and have not been able to replicate. I found some discussions on SMTP rate limiting, but I am curious-- are delays with retrieving emails from O365 a known issue?

261

1 month ago

bccConversationalist

asked in Product Q&A

Exporting Email Templates to Excel for Cleanup?

We have a large number of email templates created by various employees over time, and we want to clean them up. It would be more efficient if we could export the templates into an Excel sheet for easier review. Does anyone know how this can be done or have alternative suggestions? This would be a huge time-saver for our team. Thank you!

1062

1 month ago

helenaCommunity Manager

published in Announcements

Frontlines recap: Announcing modern ticketing, new AI innovations, and much moreFeature

Hey community! Hopefully, you were able to attend Frontlines yesterday, our signature event of the year where we unveil the biggest features we’re working on and share our upcoming vision 🚀 If you missed it, not to worry! We have these resources for you to catch up:Read the blog: Learn about what and why we launched this exciting lineup of features. Watch the recordings: Replay the sessions of our CEO Dan’s vision of a customer-first support strategy in the age of AI, Front’s newest and upcoming product launches, and a learn from industry leaders on how to building a truly customer-first organization. Check the Q&As: Check out all the questions users had in the live chat during the event and get all the answers. Listen to the interview: As a followup to the industry panel session, Front’s Head of Support chats about how he built Front’s company support culture, in an exclusive interview for Front Community. Use this post: This is your cheat sheet for all the features that were an

6552

1 month ago

jacobbayConversationalist

asked in Product Q&A

Ability to see how many conversations are under the Open and Waiting tabs

The ability to see how many conversations are under the Open and Waiting tabs. Preferably directly in the interface. This is quite critical for us in customer service management.Would it be possible to add this?

333

2 months ago

justin_onealRookie

asked in Get started on Front

Archive Impact on Synced Inboxes

Hello, I may have missed this point during the Academy training, but when you Archive emails using Front, does that also sync those actions with the connected channel inbox? Or is archiving specific to the Front platform and does not affect the channel email inbox? Hopefully this makes sense, thank you for any insight!

331

2 months ago

DianeRookie

asked in Workflows discussion

Forwarding an email to support in zendesk via a macro is suspending the email

I am running into an issue setting up my 1st macro where the forwarded email I'm trying to automatically push via a macro step to our support team (currently in Zendesk ticketing system) is not getting received by Support. Upon further investigation it appears that the email in Zendesk is held in suspension due to “Automated response email” and Zendesk doesn’t appear to allow any solution around this. Can you advise on any workarounds? I thought about creating a message reply template where it cc’s our support team however I realized a message template does not provide any option to add in a cc address.

211

2 months ago

marcConversationalist

asked in Product Q&A

Send to Slack - Create Link in Conversation

I am trying to link the Slack message created by the Send to Slack option, but I cannot figure out how to do that. I would like to either see the Slack conversation in the Front conversation or, at minimum, see a link to the Slack message in the Front conversation. Is there a way to do that?

901

2 months ago

john_postiglioneRookie

asked in Product Q&A

Snooze when a specific tag is applied

I am looking to snooze conversation when a specific tag is applied. I cannot seem to find a way to set this up. Can this be done?

DianeRookie

Will macros currently set up in the team inbox eventually be allowed to use in individual inboxes? Our customer base tends to first reach out to the CSMs first and we are trying to transition them over to our Support team so responses are quite repetitive during this transition period and having macros that are currently applied in our shared inbox be allowed to be used in personal inbox would be very helpful

211

2 months ago

helenaCommunity Manager

published in Product Q&A

Frontlines 2024 AMA: Your questions answeredAMA

We received a ton of great questions in the live chat during our Frontlines event, so we wanted to ensure we share all that information with our community! Scroll down to the comment section to see all the Q&As — we’ll continue to update this post if we receive more questions, so make sure to click the Subscribe button to follow along. ❓ Have additional questions? Add a comment and we’ll answer those too. P.S. Don’t forget to check out the cheat sheet post with all the resources from Frontlines!

14114

2 months ago

justin_onealRookie

asked in Product Q&A

Talkdesk Integration Uses

Hello all, I am working on setting up an integration between Talkdesk and Front. It seems this will allow me to pull in call data from Talkdesk, but I was wondering if anyone else is using this integration and what are some of the best use cases you’ve found with this integration. Thanks!

2 months ago

AmélieConversationalist

asked in Get started on Front

Discussions on Microsoft Teams or Front?

Hi Front Community!I have just moved my teams into Front over two weeks ago, everything is going smoothly but I would like them to use more the Discussions tools in Front to communicate between them, instead of Teams.The challenge I have is that we are collaborating with many teams in our business not using Fromt and using Teams, so it is difficult for my teams to understand why they should use the Discussions channels. How do you compete with MS Teams for your teams to use Front? And what tools we could be using to attract them into Front Discussions?Thanks

814

2 months ago

MarrielleFRookie

asked in Workflows discussion

Is there a way to view the threads that you've assigned to another team member?

Hello! I’d like to know if there is a way to view the threads that we’ve assigned to another team member? I’m asking this because I also want to keep track of the threads that I’ve assigned to another team member and follow up with them in case they are not responsive, may have forgotten to respond, or if they’ve accidentally archived the thread. I’ve had experiences where I’ve assigned a thread to a team member but they don’t always get back or respond right away, and I would end up forgetting about it. It’d be great to know where we can view these threads in one list just so there is at least one person to keep an eye on the thread in case the one assigned is busy. Thanks for the help!

861

2 months ago

helenaCommunity Manager

published in Announcements

Build no-code integrations with ConnectorsResource

Connectors allow you to build integrations in Front without writing code. You can enable powerful functionality like accessing order or shipment information automatically in a Front conversation anytime a matching ID is mentioned, canceling an order without leaving Front, or updating a customer record in your CRM with new information from your recent conversation. In addition to our pre-built connectors (Jira, Highway, Tai), you can also build your own custom Connectors that link your external systems to Front. We’ve created a series of short courses to teach you exactly how, filled with videos and tutorials to ensure you learn the basics to get Connectors up and running. Ready? 👉 Learn to build Connectors

760

2 months ago

alejandro_castroFronteer

asked in Product Q&A

New Ticket system

Regarding the new ticket system shown during the latest Frontline Presentation, do you have any documentation on this?

1152

2 months ago

alejandro_castroFronteer

asked in Get started on Front

Analytics

Which dashboards do you use most to track your teams performance and workload and feel provides an accurate representation?

100

2 months ago

ankithaRookie

posted in Get started on Front

How to Star mark the Important email?

Hey Frontiers!! How do we star mark an important email? Or is there any similar feature to quick access important emails? Help!

332

2 months ago

GaspardFronteer

posted in Desktop release notes

Front Desktop 3.60.4

New app icon and updated colors matching the new Front identity unveiled during Frontlines.

610

2 months ago

GaspardFronteer

posted in Desktop release notes

Front Desktop 3.59.1

Updates to Electron 32.1.0

180

2 months ago

helenaCommunity Manager

published in Announcements

Set up your knowledge base to power AI features in FrontResource

Front’s Knowledge Base has two superpowers you can take advantage of:Collects all your information into one place for customers to easily access Powers AI features in Front that will save you time exponentially Want to learn how to do the above? Take our course and we’ll walk you through step-by-step. At the end, you’ll know how to build a robust knowledge base that works in tandem with Front to serve your customers better and faster. If you have questions, drop them below!

650

2 months ago

jeffroehmConversationalist

asked in Product Q&A

You have exceeded your Office 365 storage quota

Unable to send emails in Front. Getting error that we have used up our Office 365 storage quota, but when we look at Office 365, we are well below our storage limit. Is there an issue on the Front side?

342

2 months ago

MariaCRookie

asked in Product Q&A

Snoosing for different time zones

Hi Front team,Our team operates 24/7 on a rotating shift basis, but our clients and partners are often unavailable outside their normal working hours. We frequently need to snooze conversations until their morning hours, which requires calculating time zone conversions.To simplify this, we decided to use your 'Add snooze' feature for different time zones. It works well for time zones behind us (e.g., US Pacific), but not for those ahead (e.g., Asia Pacific) since snoozing for a particular hour (not a number of hours from now) is only available for the same day, not the next. Can you please add a feature of setting up 'Add snoose' for the next day?Or even better to snoose according to Zulu time?

392

2 months ago

yitzRookie

asked in Workflows discussion

Add future date to an email template

Hi,I’m currently trying to build a set of templates for my team to use. One of the templates asks for a response by a date 3 days in the future. I’m currently struggling to find a way for that date to auto populate when the template is loaded up. Is this something that is possible, either through Front itself, or by pulling from another source, such as Excel.Many thanks

271

2 months ago

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