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118 Topics
kap
kapFronteer
published in API news & updates
Introducing application triggers!PLATFORM UPDATE

Application triggers allow you to execute workflows in Front in response to events that occur in external systems. For example, you might want to re-open conversations in Front anytime an order changes status. When the event occurs in your order management system, you send Front an event payload identifying the trigger for the change of order status. The event payload would also identify an application object, likely through the link to the order in your management system. Once the trigger is received, any conversations that have a related application object attached for the order would reopen based on a rule. Your rule could also pull additional properties from the trigger's event payload, such as the new status, and make that available through a dynamic variable. The additional data from the property could apply a comment or tag or other action in Front based on the new status. To learn how to use application triggers, refer to our Developer Portal:Application triggers topic Trigger

341
reagan
reagan
reaganConversationalist
posted in Get started on Front
Moving from Zendesk

We’re in the very early stages of moving from Zendesk (where we’ve been for 15 years) to Front. It seems like there are a lot of things that will be eaiser to manage (rules, schedules, reports), but what’s one thing you miss, or that surprised you when you moved?

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reagan
chandlerNE
chandlerNEEnthusiast
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8475New

added idea PRD-I-8475 AI Personal Inbox and Meeting Summaries — Idea submitted in AHA and pushed to Insided via API

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chandlerNE
clemente.ortuzar
clemente.ortuzarFronteer
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8473New

added idea PRD-I-8473 Add Conversation Events to Audit Logs — Idea submitted in AHA and pushed to Insided via API

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10
clemente.ortuzar
vincent
vincentConversationalist
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8467New

added idea PRD-I-8467 Persistent Inbox Sorting Preference — Idea submitted in AHA and pushed to Insided via API

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vincent
jett
jettRookie
asked in Get started on Front
Reporting

Our company is onboarding with Front, how do you accurately report on cross-team ticket resolution when conversations move across multiple inboxes before closure?

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annika_hanlon
ward
wardConversationalist
asked in Workflows discussion
Require tag from set list when resolving a ticket

We’re looking to enforce tagging when a support ticket is marked as Resolved — ideally from a predefined list of tags we use for resolution classification. We’ve been able to enforce tagging when conversations are moved or archived, but this doesn’t appear to apply when someone simply changes the status to Resolved (e.g., using status buttons or automatically in sending a response).We rely on tagging for resolution audits and postmortems, so ensuring consistent tag usage at closeout is important.Before submitting this as a feature request, I wanted to check if anyone has successfully configured this in their workspace.Here’s a screenshot of the rule that isn’t working the way I’d hoped: 

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PhoebeatFront
jett
jettRookie
asked in Get started on Front
Load Balancing

What are your strategies for prioritizing chat over email in load balancing while respecting teammate assignment limits?

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PhoebeatFront
Juan
JuanHelper
asked in Developer Q&A
Unable to change draft's body from composer plugin

Hello, I'm developing a plugin for composer mode and I need to edit the current draft.As I understand from looking at the documentation, I need to make an API call with the message id of the draft in the url which is "msg_" but from the context in composer mode what I get is a draft id like "dra:***".I thought about making an API call first to list the messages of a conversation since I do get the conversation id from the context and from there extract the msg_ of the message if it has a draft. The problem I find is when there are several active drafts in a conversation since I only want to edit the draft of the user who is using the plugin.Is there any way to get the msg_ of the current draft through the context in composer mode?Thanks very much in advance.

152
justin
maxgordon
maxgordonFronteer
published in API news & updates
Open a sidebar plugin from a URLPLUGIN SDK UPDATE

You can now open a sidebar plugin from URLs found in Front messages or comments. The format for doing so is:Syntaxhttps://<Front base domain>/open-sidebar-plugin/<App UID>Examplehttps://app.frontapp.com/open-sidebar-plugin/40a4eae201a760d1 Pass custom properties to your pluginYou can pass custom properties in the URL as query string parameters, which will then become available to your plugin’s context in the EntryPoint object.https://app.frontapp.com/open-sidebar-plugin/40a4eae201a760d1?propertyA=DoubleR&propertyB=true&propertyC=777 Read more on our Developer Portal!

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maxgordon
jake
jakeFronteer
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8465New

added idea PRD-I-8465 Allow Customer Portal follow up over email — Idea submitted in AHA and pushed to Insided via API

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10
jake
jake
jakeFronteer
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8464New

added idea PRD-I-8464 Disable request tracking in Customer Portal — Idea submitted in AHA and pushed to Insided via API

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10
jake
jake
jakeFronteer
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8463New

added idea PRD-I-8463 Customize form channel like a customer portal form — Idea submitted in AHA and pushed to Insided via API

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10
jake
jason
jasonFronteer
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8462New

added idea PRD-I-8462 Chatbot Transcript: Show Present+Selected options for multi-choice fields — Idea submitted in AHA and pushed to Insided via API

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10
jason
jake
jakeFronteer
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8461New

added idea PRD-I-8461 Get KB articles in Chat without full AIA — Idea submitted in AHA and pushed to Insided via API

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00
jake
paula
paulaRookie
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8460New

added idea PRD-I-8460 Chanel order when sending email — Idea submitted in AHA and pushed to Insided via API

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paula
M
MatthewMeeksCommunity Manager
published in Announcements
New tools to amplify support quality across channels: Smart QA, reimagined Dialpad integration, and Front Chat enhancements

Today we’re announcing new features to boost your omnichannel support including AI-powered Smart QA, an all-new Dialpad integration, and improvements to Front Chat: Smart QA: Automate service quality reviews on every interaction through customizable, AI-powered scorecards. Get comprehensive and accurate agent performance insights for faster feedback loops. New Dialpad integration: Handle voice calls and SMS alongside your other channels in real time. With our all-new, enhanced voice integrations you can seamlessly handle calls from your inbox, search and comment on transcripts, and more. Dialpad is live now, with more coming later this year! Chat enhancements: Help your team deliver top-quality chat support with deeper insights, seamless mobile experiences, and third-party data in every conversation. And coming soon, you can engage customers before they ask with proactive outbound messaging. Learn more about how these new features can enable your team to deliver quality support on ever

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M
M
MatthewMeeksCommunity Manager
published in Announcements
New research: What logistics customers expect in 2025Blog

Faster, more transparent, and more human — that’s what logistics customers want.We surveyed 900+ professionals who rely on logistics tools and services to understand what’s driving loyalty and growth in 2025. Key insights:66% would pay more for standout support 72% say it's too hard to reach a person 80% say service shapes their perception of a business 📥 Get the full report  Whether you're scaling operations or strengthening relationships, this report gives you data-backed strategies to lead in 2025. 

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M
M
MatthewMeeksCommunity Manager
posted in Announcements
Celebrating support: Five ways we show appreciation

Support work is hard, and it deserves to be celebrated. At Front, we’re big believers in recognizing the people who power incredible customer experiences.From regular kudos in Slack to meaningful surprise bonuses, here are five ways we show our support team how much they matter.You’ll find ideas you can steal — from personal spotlights to public shoutouts and team traditions.💡 Read the full post for ideas on how to refine the culture of appreciation on your own team.

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M
M
MatthewMeeksCommunity Manager
posted in Announcements
Your week-by-week guide to onboarding support reps

Great onboarding sets reps up to deliver great service. Whether you're onboarding your first support hire or scaling your team fast, a clear structure makes all the difference. This guide breaks onboarding into manageable milestones over the first 4 weeks, including: ✅ What to cover in week 1 vs. week 4✅ How to track rep confidence over time✅ Tips to personalize onboarding by experience level 💡 Check out the full post for templates, timelines, and tips to make onboarding more effective and scalable. 

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M
helena
helenaCommunity Manager
published in Announcements
Front Product Improvements & Roadmap Webinar: April 2025 EditionEvent

Big things are coming to Front, and we’re giving you an exclusive first look! Rewatch our live webinar below to explore our latest product roadmap and discover new features designed to supercharge your team’s collaboration and productivity.  Here’s what we covered:✅ Recent Product Improvements – A deep dive into the latest enhancements and how they can benefit your team.🎨 Modernized UX – A sleek, intuitive design to help your agents work smarter and faster.📮 Ticketing – Updates like portal enhancements, bulk replies, and task management to streamline workflows.🤖 Self-Service Support – Improved chatbot capabilities, including outbound messaging and mobile SDKs.🧠 AI & Automation – Smarter agent assistance and insights to boost efficiency.📞 Omnichannel Integrations – Deeper voice and WhatsApp integrations, plus Connector improvements for a seamless workflow. Who should tune in?👉 Front users who want to maximize their toolkit.👉 Leaders focused on improving communication and team

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christopher_nunag
christopher_nunagFronteer
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8459New

added idea PRD-I-8459 Export the EDI IDs for each work space (inbox, tags, etc) — Idea submitted in AHA and pushed to Insided via API

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00
christopher_nunag
stealthit
stealthitRookie
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8458New

added idea PRD-I-8458 Load Balancing by Percentage — Idea submitted in AHA and pushed to Insided via API

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10
stealthit
marisapfenning
marisapfenningRookie
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8457New

added idea PRD-I-8457 Request to Change Inbox View – Too Much Onscreen Clutter — Idea submitted in AHA and pushed to Insided via API

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marisapfenning
joe_eral
joe_eralConversationalist
asked in Product Q&A
Change in forward button

Hi All,  Not sure if this was part of the recent changes, or if I clicked something accidentally to get the submenus. Any help would be appreciated.   

301
joe_eral

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