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

Question

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 else’s discussion (so you’ll have both posts ready for your assignment)?

chelsea · Answer

I’ve been using Front for about 2 months now in a similar way. We’ve leveraged custom fields to identify account ownership. You could apply a field to the conversation level for originating ticket owner. Alternatively, pinning comments is helpful when working in long threads.

We also have a rule to route tickets based on tags, with custom views specific to those tags. I recently discovered the option to notify users on assignment. I can’t share much on my experience here since I just turned it on.

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