Our company has been using Front for many years across nearly every department, including Support, Sales, Ops, Sales Support, and Finance. As we’ve grown more distributed, we are looking to move away from a "one-size-fits-all" business hours setting to get more accurate analytics and finally implement SLAs for all teams.
We have a complex geographic footprint:
-
Global Support: Distributed worldwide, providing near 24/7 coverage.
-
Ops & Sales Support: Primarily U.S. East Coast (Mon–Fri, 8–5).
-
Finance: Based in Europe, operating on a completely different workday.
After looking into Front’s documentation, I see there are a few ways to structure this (Workspace-level vs. Inbox-level hours), but I’m wary of the trade-offs.
I’m curious to hear from other global teams: which of these approaches have you implemented, and what worked best?
-
Option A: Multiple Workspaces (e.g., a "Europe Workspace" and a "US Workspace").
-
Concern: Does this silo the teams too much and make cross-departmental @mentions or moves more difficult?
-
-
Option B: Multiple Shared Inboxes (e.g., separate inboxes for each region).
-
Concern: Does this over-complicate your routing rules or make the sidebar feel cluttered?
-
-
Option C: One Workspace with Inbox-level Hours.
-
Concern: Is this granular enough to provide clean "Reply Time" data for teams that share certain resources?
-
If you’ve tried a few of these, I’d love to know which one gave you the best balance of accurate reporting without making the daily workflow too clunky for the teams.
