Best practices for routing support vs ops emails in logistics (Front setup)

Hey anacblanco, great question! This comes up a lot with logistics teams and there are a few ways to set this up cleanly in Front.

The biggest win is usually separating your support and ops workflows into distinct shared inboxes. For example, you could have one inbox for customer-facing support inquiries and another for internal ops or shipment-related messages. From there, you can build routing rules that automatically move incoming messages to the right inbox based on keywords in the subject or body (think "shipment update," "tracking," "delay," etc.), the sender's email domain, or even specific customer accounts. That way, your ops team isn't sifting through support tickets and vice versa.

For assignment, Front gives you the option to use round robin (distributes evenly across your team) or load balancing (assigns based on who has the most capacity). If your teams are spread across time zones, pairing assignment rules with shifts and business hours makes sure nothing slips through during handoffs.

One thing to watch out for: if you're using both company-wide rules and workspace-level rules, make sure they're not stepping on each other. A good rule of thumb is to keep broad routing decisions at the company level and more granular actions (like tagging or auto-replies) at the workspace level.

Here are some articles that might help as you build this out:

• Common routing and triaging rules 
• Understanding rules
• Understanding round robin vs. load balancing assignments

Would love to hear what you end up going with! And if anyone else in logistics has a setup they're happy with, feel free to chime in.

Hey anacblanco! From an operations level in logistics it has been a benefit to route based on issue types especially with the lifecycle of a load impacting multiple departments. So if the issue type is around scheduling such as “appointment” then that customer success or scheduling team will be able to action.