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We’re excited to announce a powerful and highly-requested new enhancement to Front’s Knowledge Base: login controls. Now, you can require customers or partners to log in to access your content, giving you greater control over who sees your resources.Key benefits of this feature:🔒 Enhanced security: Restrict access to your knowledge base with login requirements. 🔗 Seamless authentication: Use an external identity provider via OpenID Connect for easy and secure access. ⚙️ Customizable access: Manage visibility settings with admin permissions tailored to your needs.Take control of your knowledge base today and share the right content with the right people.💡 Learn more about this update and how to enable it here.

Customer support roles are evolving, and your top performers deserve a framework that recognizes their contributions beyond the queue. That’s why we’ve created Developing Support Talent: A Rubric for Career Development Beyond the Queue. This resource helps managers empower their teams and align unique talents with meaningful opportunities.Here’s what you’ll get:A practical rubric to track growth: Balance metrics for queue performance and strategic projects, ensuring all contributions are recognized. Retention-boosting strategies: Help your team thrive with clear pathways for growth, including leadership, mentorship, and cross-functional projects. Tips for fostering autonomy: Empower team members to take charge of their development while aligning with company goals. A focus on impact: Go beyond tasks to measure the real outcomes of off-queue initiatives like mentorship and OKR ownership. Customizable framework: Adapt our six building blocks for a senior support rubric to fit your team’s

We've just released a comprehensive guide to help you break down silos and boost collaboration across departments to deliver the best support for your customers. Here are some key takeaways: Engineering collaboration: Learn how integrating support teams with engineering can lead to proactive problem-solving and a more cohesive product development process. Marketing synergy: Discover strategies for aligning support and marketing efforts to ensure consistent messaging and a unified customer experience. Product development partnership: Understand the importance of involving support teams in product development to provide valuable customer insights and enhance product usability. Operational efficiency: Find out how cross-functional partnerships can streamline operations, leading to increased efficiency and business growth. 👉 Dive deeper into these strategies and more in our full blog post: From silo to powerhouse: how nurturing cross-functional partnerships can amplify support’s imp

2024 was a year of incredible innovation and impact for Front customers, who collectively accomplished:📬 394M messages sent🤖 3B AI & automation actions completed⏳ 14M hours saved for teams Our customers proved that exceptional service isn’t about AI replacing agents—it’s about AI empowering them. 💪Here’s what we delivered to make it happen:100+ new features, including Ticketing, AI Answers, and Suggested Replies. Faster resolutions, smarter workflows, and tools to delight your customers. Time saved with AI and automation, helping teams scale support with ease. Looking ahead to 2025:📊 AI going beyond routine tasks to provide deeper insights.⏱️ Even faster, more personalized customer service.🤝 AI as your team’s partner, not a replacement.💡 Ready to see the full recap of how we’re building for AI-powered, customer-first support? Plus, a sneak peek of what’s next in 2025? Check out Front Rewind 2024 here. What was your biggest win this year? Let us know! 🚀

At our annual signature event, Frontlines, we hosted an industry panel of CX leaders about how they built customer-first organizations. Front’s own Head of Support, @Kenji Hayward, moderated the conversation. Kenji and I started at Front around the same time (he was my manager for many years, actually) — so I know firsthand the wealth of experience and knowledge he has. And so, as an extension of his panel that he hosted, I wanted to ensure we get him in front of our community to talk in-depth about how he built the strong company-wide support culture here at Front, including:The early days of the support team at Front Mistakes made when trying to involve more of the company in providing customer support How a support program was successfully formalized and embedded into the company Listen to our interview below: Shoutout to @PhoebeatFront @Cori @evano @jason @Luke @jessye @haley @sadie_mcdaniel @MaggieL for making appearances in the stories we shared and laughed about 😄 If you enjoye

🎟️ Access ticket resolution metrics in the workflow reportYour favorite performance metrics, such as resolution time and replies to resolution, now work with ticketing statuses. These metrics were previously only available if you had a conversation stage rule, but now both types of resolutions (stage and ticketing) are accounted for. Learn more about each resolution metric at the links below: Resolved conversations Unresolved conversations Resolution time Replies to resolution Resolved on first replyNote: Conversation stages will be gradually replaced by ticketing statuses—learn more here.  ⏰ See waiting and snoozed conversations in the Live dashboardThe Live Dashboard now includes “waiting” and “snoozed” conversations in addition to “open” ones, giving support managers a full view of all conversations by status. Learn more.  🔗 New integration: SyndicoSyndico is a co-pilot for your property management business, enabling you to receive, analyze, and respond to requests, all while conn

Whether you’re seeking to optimize your team's workflow or master your own daily operations in Front, our live office hours are here to guide you to success, accessible on Front Community’s Events page! You’ll find the upcoming schedule of all our office hours there, so come hang out as often as you’d like.  🤓 What are office hours?Our Weekly Live Office Hours are interactive sessions where Front experts are available to provide real-time assistance, share best practices, and answer any questions you might have. This is an excellent opportunity for users of all levels to enhance their skills and leverage Front's capabilities to the fullest! 💬 Who should join?These sessions are open to all Front users. Whether you’re an admin configuring advanced settings and integrations, or an end user looking to streamline your tasks, we’ll answer any Front questions you have. 📆 When and where?We host both US and EMEA sessions every week, so see our Events page for the schedule.  🚀 What can you e

Exciting news, Front Community! Front Academy has just launched two new courses to help you make the most of your upgraded plan. Whether you're exploring possibilities of these plans or diving into recently unlocked features, these courses are here to guide you every step of the way:✨ How to activate your Growth plan featuresLearn how to take full advantage of the standout features of Front’s Growth plan, such as enhanced analytics, AI-powered tools, advanced rules, and premium integrations. Unlock the potential to drive productivity and streamline workflows like never before.✨ How to activate your Scale plan featuresDiscover the top features unlocked with Front’s Scale plan, including advanced team controls, workspaces, and smart rules. This course will show you how to use these tools to optimize efficiency and seamlessly scale your operations.Ready to get started? Enroll in the above courses now and unlock the full potential of your Growth or Scale plan!