Workflows discussion

I run an agency and we support many clients.  I want to be able to go to one spot and see all the emails from that company.  I had originally thought about doing this as tags. Then we made mailboxes for all the clients. This seems to be challenging though. I am seeing messages not show up in the mailboxes. I don’t think each client should have their own mailbox. How are other agencies doing this?

Hi everyone,We're reviewing our support workflow and have run into a common challenge: customers often reply to an old resolved email thread when they actually have a completely new request.Currently, when this happens, the conversation reopens in Front, but it can sometimes remain associated with the original owner or context, which makes triage more difficult and increases the risk of missing new work.We're considering a workflow that would:• Automatically detect replies to conversations that have been archived for a certain period of time.• Apply a tag such as "Reopened - Review Required."• Route the conversation back to an unassigned queue for triage.• Use analytics to track how often customers start new requests through old threads.For teams handling a high volume of customer support, logistics, or account management messages, how are you managing this scenario?Have you built rules or tagging structures that help distinguish a genuinely reopened issue from a completely new request

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?

Hi everyone,I'm interested in hearing how other teams manage SLA tracking when supporting customers across multiple inboxes.Our team handles conversations from several channels, and one challenge we've been running into is maintaining consistent response times while balancing workload between team members. We've been exploring different approaches using rules, assignments, and tags, but we're still trying to find the most effective setup.A few questions for those who have already solved this: Do you track SLAs separately for different inboxes or use one standard across all customer communications? How are you handling reassignment when someone is unavailable or overloaded? Are there any Front automations you've found particularly useful for preventing conversations from falling through the cracks? I'd love to learn about any workflows, reporting setups, or best practices that have worked well for your team.Thanks in advance!

Hello everyone, My name is Jacob and I am about to take my test for admin certification!

Our CS org is about to transfer to Zoom phone, and it’s my understanding the Front <> Zoom integration focuses on video conferencing/scheduling vs. the phone app. Have any teams using both platforms come across recommendations on how to leverage the two systems together?

Hi everyone,I’m trying to figure out the best way to track performance for users who work across multiple shared inboxes.In our case, the user have access to analytics in more than one inbox, but reporting is still separated per inbox. I’m looking to understand if there’s a way to get a combined view of metrics like messages sent, reply time, and first response time across all inboxes user works in.Right now, it seems like the only option is to pull reports seperatly and combine them manually, which isn’t very efficient.Has anyone found a better way to handle this? Maybe through exports, integrations, or a specific workflow inside Front?Thanks in advance!

Hey folks,We started using the knowledgebase for internal tips and tricks about Front. I’m bringing in other team members to brainstorm how it can be used across our organization internally, and where it might also be useful externally. How are your teams using the knowledgebase? 

Hey all! Thinking through utilizing automation when possible while also giving the customer a positive experience. Where should teams draw the line between automation and personalized responses in Front, especially when dealing with sensitive logistics issues like lost or delayed shipments?

For those in logistics or similar high-volume environments:Are you routing by issue type, customer, or shipment status? Any best practices for avoiding overlap between ops and support teams?Would love to hear how others are structuring this.

Currently, Front lacks a native mechanism to "undo" a merge. Once two conversations are joined, whether manually by an agent or through automated threading logic, they are effectively locked together. In the fast-paced world of logistics, this creates a "Merged Entanglement" that poses four significant operational risks:• Mixed Shipment Data: If an email regarding Shipment A is merged into a thread for Shipment B, critical attachments or instructions can easily be overlooked. A single missed detail in our industry can lead to a stalled truck or a failed delivery.• Broken Analytics: Accuracy is the backbone of our operations. When two distinct business events are tracked as one, our "Time to Resolve" (TTR) and "Messages per Shipment" metrics become skewed, providing an inaccurate picture of team performance.We propose a native "Unmerge" feature that allows users to split conversations back into their original, distinct components. Key requirements include:1. Split by Message: A UI optio

Hi Front Community, Just a quick update for all Asana plugin users — we’ve added support for creating tasks using task templates 🎉 Task templates in Asana can be created by selecting “Convert to task template” from a task’s options (note: this feature is only available on paid plans).  Once your selected project includes templates, you’ll see a new field in the task creation flow. Choosing a template will automatically populate fields based on that template, helping you create tasks faster and keeping things consistent with your existing Asana workflows. This feature was requested here: https://front.aha.io/ideas/ideas/PRD-I-9755Let me know if you have any questions or run into any issues while using it.Best,Daniel

I am currently exploring options to connect external services not currently available in Front. We are aware of Front´s metric and analytic capabilities but will still need a bridge or integration. The application in question is Amplitude.Since there isn't a native integration or plugin, I’m curious how others are doing this. For those of you who have moved past Zapier/Make and into Custom Plugins, was it difficult to set up the connection? 

Currently, Front’s tagging system is proactive: it works perfectly for messages coming in after a rule is set. However, logistics is often about identifying patterns after the fact.We currently have to perform manual searches and use "Bulk Actions" to tag messages. This is time-consuming, prone to human error, and often misses archived or moved threads. As such our Front Analytics reports are incomplete for the first 14 days of any new issue, making it harder to provide our shippers with accurate historical data.We propose a feature that allows Admins to apply a Tag (or trigger a Rule) retroactively.1. Selection: Create a Tag or Rule (e.g., If body contains "Toll Increase" -> Add Tag "Finances").2. Backfill Option: A button that says "Apply to Historical Conversations".3. Time Parameters: A date-picker to define the look-back period (e.g., Last 30 days, Last quarter, or Custom Range).4. Background Processing: A status bar indicating the progress of the historical scan.Why this matte

Hey Team, Is there a way to setup domain based routing to multiple inboxes? Will each inbox receive a copy separately or is there a way to route a single copy to a inbox based on load balancing? 

Hi all,I’ve been exploring automation features in Front and I’m curious how other teams balance automation with maintaining a personal customer experience.Automation definitely helps with:Faster response times Reducing manual workload Organizing conversations efficientlyBut at the same time, I’ve noticed that too much automation can sometimes feel less personal for customers.For example, I’ve seen workflows where:Auto-replies are sent instantly Conversations are routed automatically without reviewI’m wondering:How much automation do you currently use in your workflows? Have you ever reduced automation to improve customer experience? What’s your approach to keeping responses efficient but still personal?Would love to hear different perspectives and real examples!

Our company has been using Front for many years across nearly every department, including Support, Sales, Ops, Sales Support, and Finance. As we’ve grown more distributed, we are looking to move away from a "one-size-fits-all" business hours setting to get more accurate analytics and finally implement SLAs for all teams.We have a complex geographic footprint: Global Support: Distributed worldwide, providing near 24/7 coverage. Ops & Sales Support: Primarily U.S. East Coast (Mon–Fri, 8–5). Finance: Based in Europe, operating on a completely different workday. After looking into Front’s documentation, I see there are a few ways to structure this (Workspace-level vs. Inbox-level hours), but I’m wary of the trade-offs.I’m curious to hear from other global teams: which of these approaches have you implemented, and what worked best? Option A: Multiple Workspaces (e.g., a "Europe Workspace" and a "US Workspace"). Concern: Does this silo the teams too much and make cross-departmental

Hi everyone,I was wondering if anyone has set up a rule that automatically takes tickets that have been in a “Waiting” status for a certain period of time and sends an automated response like:“Closing the loop here as we haven’t heard back from you. Please feel free to reach out if you have any additional information.”Then moves the ticket to a resolved status.Tried creating this ( see below) but for some reason when I test conversation for this rule, Front gives me a warning message saying “Condition isn’t supported for testing”. If anyone has any idea why this is happening, it’ll be super helpful!Thanks!! 

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

Hi everyone,I manage a shared inbox environment where multiple team members handle a fairly high volume of operational emails from different regions. One workflow that has helped us a lot in Front is combining Rules + Tags + Assignments to keep things organized and avoid overlap.Here’s how we structured it:• Automatic tagging by keywords or sender domain – For example, emails from certain partner domains automatically receive tags like Vendor, Logistics, or Client Support.• Rules to assign conversations – Based on the tag or email subject pattern, the message gets automatically assigned to the responsible team or teammate.• Status visibility using tags – We also use tags such as Pending Vendor, Internal Review, or Waiting for Customer so anyone opening the conversation can quickly understand where things stand.This helped us reduce duplicate replies and improved response time since messages are already routed to the right person when they arrive.Curious how other teams structure their

Integrate Google Sheets into Front in 3 simple steps: Step 1: Open your Google Sheet normally and Copy the url. Step 2: Create a new App, add a name and an Icon you can easily recognize: Step 3: Add the Sidebar plugin feature to your app and paste the url from Step 1: You’re all set! 😃 Go to your inbox and open your new plugin: No more switching back and forth to copy or paste information!

One approach that worked well for us when routing conversations automatically was combining multiple rule conditions instead of relying on a single trigger.For example, instead of routing only based on the recipient inbox, we built rules that check:• Sender domain (partner/vendor/client)• Keywords in the subject line• Whether the email came through a specific shared inbox• Presence of certain tagsThis allows Front to route conversations much more accurately. A typical rule for us looks something like:IF:– Email received in Support inbox– Subject contains a keyword like “invoice” or “billing”THEN:– Add tag Billing– Assign to Finance queue– Set a reminder if no reply within 24 hoursWe also make sure automation only assigns if the conversation is unassigned, which prevents rules from overriding manual assignments.One thing that helped long term was documenting our rules because once you have many automations running, it can get difficult to track which rule is triggering.Curious if anyone

I am wondering if anyone has found an easier way to navigate through the Auto-Created Customer Contacts? At this point, the only option I am seeing is to scroll from top to bottom. Is there currently a more efficient way to search through this list, aside from exporting and filtering?

Integrate Google Scheduler into Front in 3 simple steps: Step 1: From your Booking Page Sharing Options copy the src url form the Website embed tab (Inline Booking page):  Step 2: Create a new App, add a name and an Icon you can easily recognize: Step 3: Add the Sidebar plugin feature to your app and paste the src url from Step 1:  You’re all set! 😃 Go to your inbox and open your new plugin: