All ideas

Problem The message template report only shows usage of public templates, so teams can't see how much their private templates are used. Request Include private message template usage metrics in the message template analytics report alongside publi...

Problem Currently, when CSAT feedback is submitted on a closed conversation, the conversation may reopen. This disrupts the workflow and makes it difficult to keep resolved conversations closed. Request Prevent conversations from reopening when CS...

Problem Knowledge Base articles cannot be collaboratively edited and versioned through Git workflows, requiring separate tools for content management and collaboration. Request Enable GitHub integration to allow teams to collaborate on Knowledge B...

Problem Updates to the Front Desktop app require full reinstallation and admin credentials, making it difficult to keep the app current and creating security and UX issues if updates aren't applied promptly. Request Implement auto-update functiona...

Problem The Front Desktop app cannot be auto-updated via Windows Package Manager (winget), limiting IT teams' ability to manage updates on company devices through third-party solutions like PatchMyPC. Updates require manual reinstallation and admi...

Problem Team managers can see the number of active teammates on the Team Performance heatmap but cannot drill down to see individual teammate activity and performance metrics during peak periods. Request When tapping on the active teammate count o...

Problem The vacation responder only sends to each recipient once every four days, but rules-based auto-replies can send on every message. This limits vacation responder flexibility for certain use cases. Request Add an option to the vacation respo...

Problem When a conversation is split, the new conversations are created with a default status rather than retaining the status of the original conversation. Request Provide an option to preserve the original conversation status when splitting, so ...

Problem Mass changes to shift assignments are time-consuming when done individually in the product. Request Allow bulk shift uploads via CSV to quickly update schedules for large teams.

Problem Permissions for resources like tags, signatures, templates, and rules are bundled as a single all-or-nothing toggle (create/edit/archive/delete). Admins cannot grant partial access, such as allowing creation and editing while restricting d...