Front users

My team and I are trying to find ways to use our AI answers exports to inform the needed updates to our knowledge base to then in turn improve our AI resolution rate and reduce the amount of emails coming into our team. I’m curious if any has found an effective way of doing this, whether it’s using Front’s offerings or supplementing with outside tools?Any thoughts or suggestions are appreciated!

Hi Everyone!I’m fairly new to Front currently exploring how to streamline our support team’s inbox during peak hours. We get flooded with customer queries and sometimes high-priority issues get buried.I’m planning to create a few rules that tag message based on keywords like “urgent”, “outage” or “payment failure” and then route those to a priority inbox.Has anyone implemented a similar triage system using Front rules and tags? I’d love to hear how you’ve approached escalation logic or how you’ve used custom SLA rules for this type of workflowThanks in advance for sharing your experience😇

Front has been helpful in keeping track of all work and is user-friendly. 

Hi!Our team is thinking about using Front more intentionally for onboarding new hires.Has anyone set up Front-based workflows or resources (rules, tags, knowledge base, etc.) to help with onboarding or training? What worked well?

Hi!Has anyone automated follow-ups for account check-ins or feature adoption using Front rules or integrations?Looking for lightweight ways to ensure no account falls through the cracks without relying too heavily on manual tasks. 

Recently transitioned to front after 5 years with Trengo. I am looking for someone to consult with me to make full use of front and to streamline our communications.  TBH my hard drive is full and doing a brain format is not possible.  I have more pressing matters to attend to so would prefer to hire someone experienced in setting up front to work better for me and save myself the stress and learning curve. Fairly straightforward use for us so I think someone with knowledge and experience could tune us up quickly.  If you are anyone you know would be interested please drop me a message.  Would really appreciate it.  

Hi,I am looking for a way to attach single conversation to two inboxes. This sometimes happens naturally upon merging, but can I do this without? I’d be a lifesaver. Thanks!

The Command + Shift + Number shortcuts to switch between different Front apps (Inbox, Calendar, Contacts, etc) clashes with the default Firefox shortcuts to switch between containers. Would it be possible to customise or remove these Front shortcuts, or to change them to another modifier by selecting one of the alternative Front shortcut sets?

In reviewing the team performance analytics, I noticed that the average Reply Time and First Reply Time are not displaying for a particular team. I'm unsure why this is happening. It could be related to how the team is handling responses (possibly archiving messages before replying), but I’m not certain. I’d appreciate any insight into what might be causing this.  

We use the “Create Jira Issue” and “Create Jira Comment” automation actions to sync Front with Jira. Unfortunately, neither of these actions support rich text formatting.  The issue description / comment body is sent to Jira as plain text, which means that hyperlinks are not automatically converted to clickable links.It would be helpful if both of these options supported some form of rich text formatting, such as Wiki Markup, Markdown, or HTML.As an example, this description in the automation action: Produces this result in Jira: Note that the links are not clickable, and none of the formatting is applied.

This will help you make sure a Front conversation being linked to a JIRA issue will not go unnoticed. The idea here is to leverage our JIRA connectors through an app request rule that will automatically post comments in JIRA issues when those are linked to a Front conversation. Here’s how your rule should look like: This rule will trigger on app objects being added to a conversation, will check that the added app object is a JIRA issue, and will post a comment in that JIRA issue  This is the dynamic variable used to determine if the added app object is a JIRA issue This is the dynamic variable used to extract the JIRA issue key used to post the comment The comment body referencing the conversation ID to link JIRA users directly back to the conversationComment body:{"version": 1, "type": "doc", "content": [{"type": "paragraph", "content": [{"type": "text", "text": "New report for this issue (automated message)", "marks": [{"type": "link", "attrs": {"href": "https://app.frontapp.com/open

We'd like to save the files contained in an email to a folder on our company server or to a folder on my desktop. Unfortunately, the only option we've found is drag and drop.Is there a button to ‘Save as’ and choose the location where the file is downloaded ?Thank you for your help. 

Hello,Is there a way to view history of changes to email subject Front? to see who updated the subject title. 

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?

Temporary downgrade to Chromium 132 and Electron 34 while issues with Chromium 134 are being resolved.

We have created a rule which automatically assigns an email from a customer to a member of staff.However, this rule does not take into account back-ups in the event of an agent's absence. Is it possible to include a rule that modifies automatic assignments in the event of absence ?Thanks for your help ! 

My department works on Front but not the rest of my colleagues. We used to use ‘tags’ (like “@Name”) in Outlook to highlight emails to the colleagues concerned. Is it possible to tag in a Front Front and have it visible in Outlook for another user or client ?

We have a sales@ email address that comes to a shared inbox. When individual members of the team respond to the emails that come to that inbox, we want the “From” field to show ONLY sales@, not the individual’s name or email address as an ‘on the behalf of’. How do I set that up?

Hello,We have been experiencing issues in the past 15 hours company wide where email from Gmail accounts are not syncing for our users. Steps we have taken to try and fix this:Restarted the app Updated the app Reauthenticated with GmailWe are able to send from Front with no issues, so this appears to be a possible imap issue? We have made no changes to our configuration, so we are unsure how to fix this problem. I am not sure if others are experiencing this as well, or if this just limited to our accounts. The status page shows all things operational for Gmail and all other services.

Is there a way top duplicate rules and macros? It’s frustrating to create rules all over again and they are pretty similar.

I have two minor gripes about front chat and was curious if anyone knew of a workaround.  After replying replying to a chat message directly from a chat inbox it assigns it to the person replying and the chat disappears as it moves from the chat inbox to the teammates assigned inbox. This is minor but it is annoying to have to reply → click to your assigned inbox and find the message → continue conversation.  Is there a better workflow there?   We have ticket statuses enabled for our chats. Once you have replied and you are actively chatting with a customer it is a bit annoying to have to constantly select the “send as open” option from the dropdown when replying. Is there a workaround there without having to change your default send option in personal preferences? Ideally we would like to be able to quickly chat back and forth with a customer without having to manually select a send option or have the chat disappear and reappear when sending as resolved.  Any help is much appreciated.