Product updates

Your 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.   

The 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.  

Syndico is a co-pilot for your property management business, enabling you to receive, analyze, and respond to requests, all while connecting directly with your suppliers. With the Syndico integration, you’ll see contextual information in the Front sidebar related to the conversation you have open. To get started, install the app and connect your property management software. Learn more. 

Yoom is a no-code, hyper-automation tool focused that automates daily desk work like data entry, document issuance, email correspondence, and other administrative tasks through technologies such as API integration, OCR, AI, and RPA. Integrating Yoom and Front streamlines customer communication by automatically sharing messages from Front to Slack or MS Teams, syncing contacts from CRM systems like Salesforce and Hubspot, and drafting responses with AI-generated replies. Learn more. 

Ariglad automatically updates and creates knowledge base articles by analyzing your support tickets, release notes, and other content. Ariglad connects to your Front knowledge base to ensure it is always up to date, allowing customers to find answers instantly and reducing support tickets. Learn more.

We’ve made some improvements to make it even easier to import Zendesk tickets into Front. You can now select a specific timeframe for the tickets you’d like to import into Front, and we’ll import the most recent tickets first. Learn more about the Zendesk importer. 

You can now build rules and macros to automatically update ticket statuses to enhance your team’s productivity, automate processes, and streamline your workflows. Learn more.  

Now you can customize your “contact us” knowledge base forms. You can edit and add additional text fields to collect the information you need from your users. Learn more. 

Front now automatically suggests the most relevant macros based on recent team usage, prioritizing those used most often in the past 30 days for conversations with similar attributes—like shared tags, inboxes, or previously applied macros.  Learn more about macros here. 

You can now instantly refresh your application object data by clicking a new refresh button, which will retrieve the latest information from external services, keeping data fully up-to-date. Learn more.

MaestroQA provides cutting-edge quality assurance software for modern teams across diverse industries. With MaestroQA’s advanced integration with Front, your team can elevate quality assurance using automation, AI-driven insights, and tools for continuous performance improvement. Once your MaestroQA account is set up, simply integrate Front to seamlessly pull tickets and data directly into MaestroQA. These insights can then be analyzed to assess agent performance, capture voice of the customer (VOC), and uncover valuable operational insights. Learn more.

With AI Tagging, available in open beta, you can automatically tag messages by topic or sentiment for quick context and consistent reporting. And now, AI Tagging supports up to 50 tags per shared inbox, so you can automatically tag more messages.Learn more about AI Tagging.

Now you can enable ticketing IDs and statuses in your inboxes, making it easier than ever to track, organize, and resolve complex customer requests at scale. You can also track ticket volumes and statuses in real-time in the updated Live Dashboard.  Learn more 

Now you can gather Customer Satisfaction (CSAT) scores directly within chat interactions, enabling customers to provide immediate feedback and making it easier to measure performance and identify areas for improvement.  Learn more

Macros allow admins to create shortcuts in your Front messages to help teammates take multiple actions in a single click.  We’ve made 3 updates to make macros even better at automating your processes: Teammate answers: Add a required step for teammates to fill out essential information (such as required Jira issue fields, writing a quick summary, or escalating a ticket)  Connector actions: Build macros with Connector actions that can take action in your third party systems (like canceling an order in Shopify, or creating a bug in Jira)  Pre-built templates: Choose from a library of pre-built macro templates to get ideas on how to automate your processes Learn more 

Boost team efficiency with our two latest AI features:AI Translations: Translate customer messages into your preferred language to more effectively serve customers around the world. Internal AI Answers: Get answers from your knowledge base faster with help from AI. Simply ask a question in the knowledge base plugin and AI will surface the relevant information found in any articles.Company admins on the latest Growth plan and above can go to Company Settings > AI to turn them on settings. These features will be free to use through the end of the year, but may be moved into a paid add-on in the future.  Learn more:Front Academy courseHelp Center article 

Today we’re introducing pre-built Connectors, which can be installed in just a few clicks. Connectors make it easy to reference key info about projects, shipments, orders, and more—without having to switch apps. With our new pre-built Jira Connector, you can: Automatically create new issues in Jira without leaving Front  Send comments between Front and Jira to keep both systems in sync  Get real-time Jira status updates in Front We’re also excited to announce our first two partner Connectors: the Highway Connector, which helps logistics companies detect fraud in their inboxes automatically, display carrier information, and more; and the Tai Connector, which helps 3PLs and freight brokers surface shipment data and update shipments from Front. Learn more about our new pre-built Connectors, check out  our Help Center. Have a request for a future pre-built Connector? Submit it here.   

Now you can copy the URL link for an Analytics report to share with teammates and it will maintain the same setup: report, dates, filters, and metric selection. If you need to review and investigate any changes in metrics with teammates, share the URL link to ensure you have the same view.

Set up real-time, bi-directional syncs, orchestrate workflow automations, and manage data pipelines in one place. Stacksync connects Front to databases like Snowflake, PostgreSQL, and Amazon RDS. Work with fresh customer data directly in Front, sync Front data changes back to your database, and build workflows to automate business processes. Learn more.  

Now you can branch your chatbots by team online hours, enabling you to set up different chatbot flows depending on when your agents are online. Learn more.  

Requesty is a conversational intelligence platform that helps companies make data-driven decisions from customer conversations. The Requesty integration syncs bi-directionally with Front, enriching your user data and providing powerful, real-time analytics through the Requesty dashboard. Learn more. 

Now you can manage access to shared contacts based on teammate group membership. Learn how to configure this in your settings here. 

Customers can now choose which teammate groups have read-only access to their internal Knowledge Bases. This update is ideal for teams with specific data access and privacy needs. Learn more. 

You can now manage teammate groups via the Core API. Teammate groups allow you to create centralized lists of users that make it easier to manage shared inbox and contact access. We’ve added 14 endpoints to help you fetch, create, update, and delete teammate groups or related access like inboxes or teammates within the group. Check out our Developer Portal for the full list of endpoints.

With our Vooma integration, logistics companies can win more business by automatically identifying email quotes, drafting responses, and determining whether opportunities were won or lost—without additional manual work from agents. The Vooma Front integration enables Front users to access Vooma Quote and Vooma Build from within the side panel in their inbox. Learn more.