All ideas

Hello! One of the features my users would like is the ability to easily translate emails. When emails come in a different language, my team has to copy paste in a different window which takes valuable time.

We're not using the "Waiting" status, that is too generic for us. We have created custom statuses like "Waiting for Customer answer" or "Waiting for logistics answer", that work well. But we are "stuck" with the standard "Waiting" status that we d...

Customer wants to utilize Gated KB for internal employees that are not Front users. SSO makes this much easier to maintain.

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/

Some customers have SLA only for the first message, we would need First Reply Time Goals specifically.

To be able to assign specific tasks that you would like a teammate to do in regards to an email within the internal comments section. "@teamate(task) Can you pull data that supports my response to this customer email ". The task could then could l...

We should be able to filter Front's Workload report by teammate group. For Customer Support Managers managing different global teams (i.e. APAC, EMEA, US - EST, PST etc.), this will help them quickly access insights on their respective teams workl...

Its useful to get a happiness score generated because it would allow us to see how well our reps are doing at a glance without having to read through everything. A low happiness score will auto flag and we can deep dive into the conversation.

Knowledge Base is great, but we need to make it searchable within an article to find keywords of interest. At the moment, Front has the option to search within all articles, but not inside a specific article to highlight keywords. We kindly reques...