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Community topics about Front features and workflows

756 Topics
ArranLeith
ArranLeithConversationalist
asked in Product Q&A
Facebook - Filter People commenting on posts and/or replied to your story

Currently when someone comments on our Facebook story with an emoji/reaction it gets picked up on our system and gets tagged as a “member problem”. We want our members to be able to message us with an issue and we’ve got trigger words that activate that. We can’t just turn off all Facebook messages/reactions as we need to reply to some of them. This is where it gets tricky. We also have a rule where if the “Conversation Subject doesn’t contain: mentioned you on an; Commented on your; “ then add Member problems. We found this stops comments on Facebook posts flooding our views.   What we’re finding is when we put a post up on our story and it gets a reaction really quick. People are messaging in and it just floods the “member problems” view with these messages. We then have to manually go through and add a tag to separate the different types of messages.  Is there a way to separate a reaction/emoji from a genuine message?Is there also a way to put messages in our Facebook Group into it’

2602
PhoebeatFront
gregkn
gregknFronteer
posted in Workflows discussion
Empowering IT Support: How Front's IT Team Uses Front to Deliver Exceptional Service

Hello Front Community! 👋 I'm Greg, Front's Director of Corporate IT & Enterprise Security, and I'm thrilled to share how our team is leveraging Front to revolutionize our internal IT support. It's been a while since my last update, and with all the exciting product enhancements over the last year, I couldn't wait to give you a fresh perspective on our journey.Some of these features that I am going to talk about are in beta, so contact your Front account team or our Support team should you have any questions or want to try them out yourself! Quick Snapshot of Our IT LandscapeOur mighty team of five handled an average of 120 tickets per month in 2024. We're proud to report an average ticket resolution time of just 1 hour and 15 minutes, often wrapping things up in two replies or fewer. (Thanks to our shiny new resolution report for this insight!) We've built a robust tech ecosystem with Okta (identity provider), Okta Workflows (integration platform), BlueTally (asset management), an

2390
gregkn
kristina
kristinaRookie
asked in Product Q&A
New workspace v. new inbox v. assignment rules in shared inbox?

Hey team, we are in the process of rolling out Front for our company. We have some employees that have been users in the past. Currently, we are trying to decide if we should leverage workspaces, various inboxes, or rules for assignment. The employees that have used Front before used the same shared inbox with other distinct teams that are on the same client account. However, they mentioned the assigning can be quite burdensome. What would you recommend here?

201
Sadie
kristina
kristinaRookie
asked in Product Q&A
Customer Sentiment

In addition to the CSAT, which is great, is there a way to track or infer customer sentiment in a particular email?

401
PhoebeatFront
john_grabowicz
john_grabowiczConversationalist
asked in Product Q&A
Is it Possible to attach a File from my MS SharePoint,

I save Most of my files to my Company SharePoint Site,  and when I try to attach a File the only options are  from my Computer or Google.     Wonder if there is a way to select from the Company SharePoint site. 

231
PhoebeatFront
margo
margoConversationalist
asked in Product Q&A
Tag Strategy During Rollout: Phased or Predefined?

Hey Front Community! 👋When rolling out tags in Front, did you take a phased approach—starting with a few and refining as you went? Or did you launch with a more defined set of tags from the beginning, knowing they might evolve over time?What worked best for your team? Any lessons learned or strategies you’d recommend?Thank you!

351
PhoebeatFront
ndemaino
ndemainoRookie
asked in Get started on Front
Best experience migrating from Microsoft Outlook to Front?

New user to Front and was wondering if anyone felt it more beneficial to archive in Microsoft Outlook before migrating over to Front?  Or doing it inside Front once setup?  Appreciate any suggestions!

845
nathan_musonda
Kam
KamConversationalist
asked in Get started on Front
Auto-Archive for Team and Personal Inbox

I have a team workspace set up. One of the team members has all team emails set up to be forwarded to her personal inbox. She also has her settings set up to send& archive. After she responds to the email, it archives in the team’s inbox automatically, but not her inbox. Is there a way to get the email to automatically archive in both inboxes?

833
myakubian
helena
helenaCommunity Manager
published in Announcements
Unplugged but still connected: How we enjoyed our company offsite while still supporting our customers
Unplugged but still connected: How we enjoyed our company offsite while still supporting our customersResource

How did our customer support team care for our customers while attending our week-long company offsite in Mexico? Front’s Head of Support ​@Kenji Hayward spills the beans on what it takes, including turning everyone at Front into a temporary customer support agent!  As Kenji puts it: This isn't about getting someone else to do our job — it's about getting everyone closer to our customers and product. With company-wide queue coverage, our support team was able to take a well-deserved break (even though it was only three hours — they’re true heroes!) to team bond and enjoy themselves.  👀 Read Top-Tier Support newsletter to find out how we had fun and maintained 100% CSAT the whole time.

1200
helena
helena
helenaCommunity Manager
published in Announcements
Why you need a company AI policy since yesterday (and how to get started today)
Why you need a company AI policy since yesterday (and how to get started today)Resource

A recent McKinsey study revealed that employees are three times more likely to be using generative AI (GenAI) today than their leaders expect. Yet, 48% feel they would use AI more if they got more training and support from their companies.  That’s where a company AI policy, describing when, where, and how to use AI, comes in. A documented AI policy aligns everyone around a shared vision of working with AI and builds confidence that AI use can be strategic. Just as important, these guardrails ensure responsible usage — lowering data, security, and compliance risks.Front’s Head of IT, ​@gregkn Greg Karp-Neufeld, shares his practical guide for implementing an AI policy, including a free download of his AI Handbook template. 👉 Learn more here

1140
helena
XpertAndrew
XpertAndrewEnthusiast
asked in Product Q&A
Embed in the knowledge base

Hello,  Is there any way to embed in a knowledge base article other than the limited video/inline photo? Our Ops team has hundreds of “How-to’s” created using Scribe, and it appears that I will only be able to link it in the knowledge base article, not embed it. Is that true? If so, is there any ETA on when that may be possible (I know the KB is on the “newer” side)We would prefer to stay within Front and expand our users in the company to it but may be forced to buy an outside knowledge base depending on the capabilities.  Appreciate any help! 

741
cat_apac
ndemaino
ndemainoRookie
posted in Get started on Front
When did you recognize full value of Front?

Curious to hear from any previous Front implementors to see when they realized full value of all that Front has to offer.  In my early workings in Front, seems like there are some immediate wins that help streamline and create efficiencies within a company which is amazing!  Did you find to be shortly after adoption period? Three months in?  Six months in?  Would love to hear some of your experiences.

110
ndemaino
helena
helenaCommunity Manager
published in Announcements
How the subtle art of mentorship transforms support teams
How the subtle art of mentorship transforms support teamsResource

Maxime Haudebert, senior technical support engineer at Front, explores the subtle art of mentorship in customer support. From everyday moments of collaboration to practical tips for new hires, Maxime highlights how mentorship in support isn’t about top-down advice — it’s about creating a culture of shared learning. He discusses how simple actions can have a big impact on building trust and a stronger, more connected support team. 👉 Want to learn how small mentorship moments can ripple across your team and benefit your customers? Check out Maxime's article. Let’s continue to grow and support each other in our work! 

830
helena
helena
helenaCommunity Manager
published in Announcements
Front wins two 2024 Stevie Awards, the top awards honor for customer service excellence
Front wins two 2024 Stevie Awards, the top awards honor for customer service excellenceAnnouncement

We’re thrilled to announce that Front has won not one, but two Stevie® Awards:Customer Service Department of the Year - Computer Services Best Customer Satisfaction Strategy - Computer Software & Services. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. More than 2,100 nominations from organizations of all sizes and in virtually every industry, in 45 nations and territories, were considered in this year’s competition. Winners were determined by the average scores of 176 professionals worldwide on seven specialized judging committees.  Here’s what one judge had to say: Front's support team has demonstrated an impressive transformation, leveraging AI to enhance efficiency while maintaining 99% CSAT score, which is well above industry benchmarks. Creation of specialized roles, and the launch of the AI Experience Impact Score (AXIS) showcase a strong commitment to innovati

800
helena
Gaspard
GaspardFronteer
posted in Desktop release notes
Front Desktop 3.63.2

Update to Electron 34.2.0

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Gaspard
Alex Caballero
Alex CaballeroRookie
posted in Get started on Front
Favorite front features

Hello everyone, I'm new to using Front. For many years I had to use other platforms, and when I discovered Front, it opened my mind to a lot of possibilities. What's your favorite feature? Mine is tags based on keywords, although simple, very effective Is there a feature you've found especially helpful so far?

1132
clemente_ortuzar
aviera
avieraRookie
asked in Workflows discussion
Rule to automatically follow up when there has been no response to an update

I’m trying to set up a rule in Outlook that will automatically follow up on an archived email in a specific mailbox after 7 days, sending a reminder to respond. 

291
PhoebeatFront
aviera
avieraRookie
asked in Workflows discussion
Knowledge base

Hey everyone,I’m working on setting up a Knowledge Base for internal use, with the goal of providing reference documentation for a team that interacts with my department. The idea is to create a centralized resource where team members can easily find the information they need without constant back-and-forth.I’d love to hear your insights! Here’s what I’m considering for an effective setup:

1261
cat_apac
kyliea
kylieaRookie
asked in Product Q&A
Inbox settings

We are looking for ways to organize both our personal inboxes and shared inboxes. We would like to be able to see unread messages first/at the top of the inbox. We also would like for shared inboxes to have send settings. We do not want emails to archive when we reply to them.  

2743
harry
helena
helenaCommunity Manager
published in Announcements
How BentoBox effortlessly scales CX & cuts handle time by 50%
How BentoBox effortlessly scales CX & cuts handle time by 50%Recording

See how BentoBox offers more support channels, improves handling time by 50%, and provides higher quality care to their customers with Front.BentoBox empowers the world’s restaurants to succeed in their own missions of hospitality. When your customer-base is the hospitality industry, it’s vital to deliver a level of service to match. By unlocking unprecedented collaboration with Front, BentoBox is able to offer more support channels, improve response times, and provide higher quality care to their customers. Peek behind the curtain and hear directly from BentoBox’s team to learn how they:Track key metrics to streamline operations, improving handle times by 50% and resolution times by 27%   Set up chat workflows to enable faster response times without sacrificing quality of care Update and maintain a comprehensive knowledge base so customers can instantly find the information they needView the webinar recording here: 

1150
helena
mwilembo
mwilemboConversationalist
asked in Workflows discussion
Auto Response Assignments

Hi All,How can I create an auto-response in Front that sends an email to the client, informing them that their ticket has been created and assigned to a consultant?PS: Keep in mind that we have a number of consultants, so the system (front) should automatically select the assigned consultant and insert their name into the auto-response.

1111
Sadie
hannah
hannahConversationalist
asked in Workflows discussion
Knowledge Base for FAQ's

Hello everyone, I am looking to use the Knowledge Base to answer our client’s non-technical FAQ’s s. This would increase our productivity by not having to ask a teammate the same questions repeatedly. Has anyone had experience with this? In a perfect world we would be able to set rules for auto response with these answers as well.  Looking forward to hearing everyone’s ideas and experiences with this.

601
Sadie
aholt
aholtConversationalist
asked in Product Q&A
How to turn off Conversation View

Is there a way we can turn off the ‘conversation view’ setting so when replies to an e-blast come in, they’re not all grouped together under one thread? 

1233
jason
Margaret
MargaretConversationalist
asked in Product Q&A
Rule to automatically follow up when there has been no response to a quote

I am trying to create a rule that will follow up an archived email, in a specific mail box, after 7 days with a reminder to respond to a quote.  The rule runs but replies to me instead of the customer…. Anyone help?  

442
Margaret
bgraeff
bgraeffConversationalist
asked in Get started on Front
Thinking about Custom Tags at Setup

We’re currently in our implementation with Front and custom fields across inboxes, contacts, accounts, conversations, etc. are bit intimidating for our team. Does anyone have any advice on how to think through the different custom fields and/or examples of how this has helped automation?

783
cat_apac

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