Front users

Hello, I use a custom view to alert me when we have staff working on conversations in the wrong in box which works great. I move the conversation off to the correct in box but would like to add one more step. To track these wrong in box conversations (stats purposes) I’m now placing a tag on them manually. Is it possible to build a rule using the view settings to add a tag automatically? The rule would add the tag 📫 to any conversation captured by the settings for the view I have set up. Is this possible?  Thanks, Harry

Our team uses a knowledge base to answer common questions, but we still spend lots of time manually sharing links, especially in live chats during peak hours. For example: When customers ask about ‘international roaming,’ we paste the same guide repeatedly Questions about ‘data limits’ require digging through articles We’re exploring ways to automatically suggest relevant help articles when certain topics come up in chats or emails. Questions we have: How do you balance automated suggestions with personalized replies? Can we trigger articles based on factors like a customer’s plan type? What metrics best show if this actually reduces reply time?

We have multiple lists that serve different purposes. I’d like to identify all of the lists with a specific word in the name and add them to a master list. I don’t see a way to add a list to another list, and even if I exported the list of shared contacts, it doesn’t look like it would indicate what lists they already belong to. Any suggestions?Use case example: Add all the groups with “Software” in the name and add them to the Business Continuity list to create one master distribution list.

Hi! We’re a small wireless team of five supporting 2,000+ customers. We use Front to automatically flag emails about service outages when customers use phrases like ‘no service.’ But we’ve noticed many urgent reports slip through when people describe problems differently, like ‘can’t connect’ or ‘no signal.’Right now, our team manually checks these emails during busy periods, which delays responses to real emergencies. We’d love advice or any examples of how you handle this.

Hello, Is it possible to create a dynamic variable to use a conversation name? For example, when we authorize a claim the claim number is in the conversation name during the email exchanges. Once the email is authorized it would be great to add the variable into our authorization template for responding and save several steps that might get missed. 

Our company is looking to take advantage of the “Create reply time goals” to establish a warning and be notified of a breach. The only problem is that during our busy season, the emails that have breached the reply time goal are moved to appear as if they are the newest emails at the top of our lists. Becuase it rearranges the message to appear as the oldest, we do not use this function. We absolutely would use this function if the email would remain in the order that it was received and would only gain a flag to show it needs to be addressed immediately.

Is it possible for responses from customers that aren’t replies to threads that are already active to automatically merge into the thread that is in regards to their concerns? This would allow my team members to continue discussing the subject with the customer versus the email being delivered to the general inbox.

What strategies have worked best for you when onboarding new team members in Front that are resistant to change and struggle with new platforms? What was the most challenging aspect and how did you overcome it?Thank you

Can anyone share some insights about importing client Accounts and Contacts from Salesforce into Front and if changes to any contacts attached to a Salesforce account are synched in Front Accounts? Such as contacts moved to a a different account, new contacts added or deleted in Salesforce accounts? Any particular Front settings that should be switched on/off?Thank you

I exclusively use FRONT however, it is MUCH easier to right click/print and drag/drop attachments from Ouitlook. My issue is that there are so many emails that stay in the Outlook inbox it makes the ones I want to print hard to find. Does anyone know of an easy way to keep the Outlook inbox clean besides manually filing/deleting emails ?

Hi Front team,We’d love to request a feature that allows users to tag entire teammate groups (e.g., @payments-team, @customer-support) in comments or notes within a conversation.Right now, we can only tag individuals, which limits visibility and creates communication gaps when collaboration is needed across functions or shifts. Especially in high-volume scenarios or when handling complex bookings and endorsements, being able to tag a group ensures nothing slips through the cracks, even if specific teammates are out of office.Suggested functionality: Allow admin-created groups to be mentionable with an @ symbol. Teammate groups should receive a notification, just like individual mentions. Group tags should be manageable from the team settings. This small enhancement would significantly improve team coordination and reduce manual steps in reassignments or follow-ups.Thanks so much for considering!

Hi All,  Not sure if this was part of the recent changes, or if I clicked something accidentally to get the submenus. Any help would be appreciated.   

We’re in the very early stages of moving from Zendesk (where we’ve been for 15 years) to Front. It seems like there are a lot of things that will be eaiser to manage (rules, schedules, reports), but what’s one thing you miss, or that surprised you when you moved?

Our company is onboarding with Front, how do you accurately report on cross-team ticket resolution when conversations move across multiple inboxes before closure?

We’re looking to enforce tagging when a support ticket is marked as Resolved — ideally from a predefined list of tags we use for resolution classification. We’ve been able to enforce tagging when conversations are moved or archived, but this doesn’t appear to apply when someone simply changes the status to Resolved (e.g., using status buttons or automatically in sending a response).We rely on tagging for resolution audits and postmortems, so ensuring consistent tag usage at closeout is important.Before submitting this as a feature request, I wanted to check if anyone has successfully configured this in their workspace.Here’s a screenshot of the rule that isn’t working the way I’d hoped: 

What are your strategies for prioritizing chat over email in load balancing while respecting teammate assignment limits?

Support work is hard, and it deserves to be celebrated. At Front, we’re big believers in recognizing the people who power incredible customer experiences.From regular kudos in Slack to meaningful surprise bonuses, here are five ways we show our support team how much they matter.You’ll find ideas you can steal — from personal spotlights to public shoutouts and team traditions.💡 Read the full post for ideas on how to refine the culture of appreciation on your own team.

Great onboarding sets reps up to deliver great service. Whether you're onboarding your first support hire or scaling your team fast, a clear structure makes all the difference. This guide breaks onboarding into manageable milestones over the first 4 weeks, including: ✅ What to cover in week 1 vs. week 4✅ How to track rep confidence over time✅ Tips to personalize onboarding by experience level 💡 Check out the full post for templates, timelines, and tips to make onboarding more effective and scalable. 

Hi, is there a way to get Front to show you which email address returned or bounced when you have sent to multiple addresses? I get the following message “A message failed to be delivered dropped /Bounced address” but I don’t see which email it failed to be delivered to. 

Upgrade to Electron 35.2.2 and Chromium 134.

Hi all, I wanted to ask if anyone has faced the following problems when it comes to integrating WhatsApp.The below error is what I am getting; is there a way of solving this issue? 

Hello, What we would like to do is provide a web link in an account's description box such that is would take them to a specific Knowledge base page related to dealing with that particular account. I do not have admin ability, and it appears this is not possible but is it possible as an administrator or is there some other way to accomplish this? We of course can put a note to go to Knowledge base and search for the article but that is rather convoluted with too many steps. This might also be done with a rule but that would be far more complicated than adding a link if possible. Can you add comments via a rule that contain a web link?