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We’re an e-commerce business and use Front for communication with high value clients looking to order multiples and other operational concerns (not general customer service). The problem:-My main problem deals with my high value clients. When we need to reference their specific order requests, delivery dates, or other specifics, we have to scroll back up in the thread and as we approach our busy season, this is very inefficient. Once the order is placed, we would track this information in Shopify or Google Sheets, which we use for invoicing on our more complicated orders. I typically drop a link to the relevant invoice/Google sheet as a Front comment, but this still involves a lot of scrolling as these email chains get very lengthy. We don’t currently use a CRM. We’re a small business and just never had the man power to leverage one enough to merit the cost. We are open to one, but I am hoping for a low cost solution. The ideal solution I envision:-The absolute most ideal solution wo

6 hours ago

sandboxesRookie

Developer Q&A

Pulling Ticket Name and Status Updates

Hi Front Team,I am attempting to use the /events endpoint for incremental syncs, and I realized that it does not capture updates to the name or status of existing tickets. Similarly, these updates do not update the last activity timestamps used to order the response to /conversations/search.At the moment, the workaround is to re-pull all tickets in bulk, which is inefficient and can quickly run into rate limits.Are there other workarounds? If not, is there a plan to support these updates, either as new event types or as filters? Thank you!

222

13 hours ago

makoba_ngulubeConversationalist

Workflows discussion

How do you balance shared inbox efficiency with individual accountability in Front?

Hi everyone,We recently rolled out Front to manage our customer support inbox, and it’s been great for collaboration — especially with assignments and shared drafts. However, one thing we’re still figuring out is how to balance teamwide visibility with clear accountability.For example, if multiple teammates jump into a thread to help, sometimes the “owner” of the conversation gets blurred. On the other hand, if we stick strictly to assignments, we lose some of the fluid teamwork that makes Front powerful.I’m curious: How do you structure ownership rules for conversations? Do you let teammates “jump in” freely, or do you enforce strict ownership until a conversation is resolved? Are there any workflows (tags, rules, or analytics dashboards) you’ve set up in Front to help track individual accountability while still encouraging collaboration? Would love to hear how other teams have struck this balance!—Do you want me to also draft a reply post that you can use to comment on someone el

13 hours ago

katrielConversationalist

Product Q&A

How to print PDF with text, not an embedded image?

On Windows, when I print a PDF from Front using Microsoft Print as PDF, the resulting PDF has embedded images, not text. In other words, I can’t select or copy text in the PDF using Adobe Reader or any other PDF viewer. Is there a way to print a PDF that would enable me to copy text from the PDF?

141

2 days ago

macarenaConversationalist

Workflows discussion

Company rules affect this inbox setting

We’d like to migrate some existing rules to ‘Company rules’ and have two questions: Can an existing rule be converted to a Company rule without recreating it from scratch? Many Front users currently have “Company rules affect this inbox” turned off. Is there a way to enable this for all users at once, or must it be toggled manually for each user?

142

4 days ago

trixieRookie

Get started on Front

Using Front Analytics to Improve Customer Response Times

Hi everyone! 👋 Our team has been exploring Front’s analytics dashboard to better understand our response patterns. One insight we noticed is that while our average response time is within target, the distribution is uneven—some inquiries are answered in minutes, while others take much longer depending on the time of day or who’s on shift. I’m curious: How do you use analytics to identify bottlenecks in your workflows? Do you set up custom tags or rules to track specific types of conversations (e.g., billing vs. support) and then measure performance separately? Has anyone tied Front’s analytics into external tools (like a BI dashboard) for deeper reporting? Would love to hear how others are using these metrics not just for reporting, but for improving team efficiency in real time.

131

4 days ago

richard_afilioConversationalist

Developer Q&A

`updateDraft` breaks composer

Hi,after calling `updateDraft` from our composer plugin, the composer does not work properly any more. This happens even if I keep the current draft HTML without modifying it at all. Breakage we’ve seen:Cut/paste does not work any more Templates do not insert any more Templates insert at the wrong location Errors in JavaScript consoleWould you be able to look into it?BestRichard

878

6 days ago

idoRookie

Workflows discussion

change default send settings

How do I change the default of send as resolved, to send as open?

harryHelper

Hi, Is it possible to generate a list of all the emails I’m subscribed (not assigned) to? For example, if I go on holidays and have a ton of emails subscribed but not assigned then I come back to a sea of emails - UGH! I would like to get a view or list to see what I’m subscribed to so I can manage it. Is this possible? I have tried the subscribed in the side panel but nothing appears here. What is the purpose of the subscribed on the sidebar?

182

9 days ago

denis76vuaRookie

Developer Q&A

exporting conversations

Dear community,I need your help and would greatly appreciate any support.My task:Fetch exactly the same conversations shown to my users and team inboxes in the “Open” and “Later”/“Snoozed” views. I have not been able to accomplish this.Could someone provide a sample code or give instructions how to exactly filter conversations to achieve the goal? (I am Admin).Thank you,Best regards,Denis

191

12 days ago

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theweefarmRookie

Workflows discussion

Need a plug in to track client requests

6 hours ago

sandboxesRookie

Developer Q&A

Pulling Ticket Name and Status Updates

222

13 hours ago

makoba_ngulubeConversationalist

Workflows discussion

How do you balance shared inbox efficiency with individual accountability in Front?

13 hours ago

PhoebeatFrontFronteer

AHA idea https://front.ideas.aha.io/ideas/PRD-I-9109New

added idea PRD-I-9109 More specific error messaging when creating app object — Idea submitted in AHA and pushed to Insided via API

1 day ago

annawetmoreHelper

Workflows discussion

Front X Zoom Phone

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?

2297

1 day ago

felipe_apablazaFronteer

Desktop release notes

Front Desktop 3.65.9

Updated splash screen Updated Windows installer.

110

1 day ago

katrielConversationalist

Product Q&A

How to print PDF with text, not an embedded image?

141

2 days ago

macarenaConversationalist

AHA idea https://front.ideas.aha.io/ideas/PRD-I-9104New

added idea PRD-I-9104 Converting workspace rules into Company rules — Idea submitted in AHA and pushed to Insided via API

4 days ago

macarenaConversationalist

Workflows discussion

Company rules affect this inbox setting

142

4 days ago

jasonFronteer

AHA idea https://front.ideas.aha.io/ideas/PRD-I-9103New

added idea PRD-I-9103 OAuth at a per-user basis — Idea submitted in AHA and pushed to Insided via API

4 days ago

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