All ideas

Problem The similar conversations feature shows suggestions that may not be relevant because there's no way to control which conversations are included based on team-specific criteria. Request Add filtering conditions to similar conversation recom...

Problem Currently, Front analytics are disconnected from workforce management systems, making it difficult to analyze support performance alongside staffing and workload data. Request Provide a direct integration with Assembled WFM to enable analy...

Problem Front displays jokes and graphics on loading screens and empty panes that don't match company branding. Request Allow disabling or replacing these default messages and images with custom company branding.

Problem In branching workflows, common actions (tagging, assignment, notifications) can only be applied after the workflow branches, even when they should apply to all paths. Request Allow actions to be applied as intermediate steps before branchi...

Problem Application objects can't match pattern variations (e.g., PO-123456, PO123456, PO 123456) without creating separate objects for each format variation. Request Add regex pattern support to application objects so a single regex pattern can m...

Request Add a metric to teammate performance reports showing how many conversations each teammate re-assigned to others.

Request Users want control over how template subject lines are applied to replies—specifically a toggle between always replacing the subject or only setting it if the subject line is empty.

Problem Snooze options are limited to durations (e.g., 1 day, 3 days) rather than specific dates or times. Request Allow snoozing conversations until a specific date and time (e.g., the day you return from vacation) instead of only relative durati...

Problem Analytics access controls are limited, preventing teams from restricting access to certain teammate groups or allowing company-level analytics for non-admins. Request Ability to restrict analytics access by teammate group and grant company...

Problem In the contact manager, all fields display in a fixed order with no ability to hide less relevant fields. Request Allow customizing which contact fields display and their order in the contact manager.