All ideas

Problem Chat visitors have no visibility into whether support agents are currently available or how long they might wait for a response. Request Display which agents are online, average response time, and an offline message (e.g., "The team will r...

Problem Creating similar sequences requires starting from scratch each time instead of reusing and customizing existing templates. Request Allow duplication of existing sequences so custom values can be modified without rebuilding the entire seque...

Problem When composing on mobile, the message composer only allows attaching files from locally mapped directories. Users cannot attach files from previous emails, integrated services, or other sources needed for documentation or reference. Reques...

Problem The Trash keyboard shortcut (Delete key) does not work when text is selected in the body of a received message, even when the selected text is immutable. This forces users to either deselect text with the mouse or use the kebab menu instea...

Problem Front's DKIM configuration is limited to 1024-bit keys, which are increasingly considered insufficient by security standards such as NIST recommendations. Request Add support for 2048-bit DKIM keys, aligning with current security best prac...

Problem Each inbound or outbound call creates a new separate conversation in Front, even when calls are related to the same customer issue. Unlike email conversations, call conversations cannot be threaded or merged, resulting in duplicate tickets...

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...

Problem Round robin assignment can overload teammates by assigning conversations without respecting workload limits. Request Add assignment limits to round robin so it respects a maximum number of open conversations per teammate, similar to load b...

Problem The API does not expose teammate online status (green, orange, and red indicators), limiting what information custom integrations and tools can surface. Request Add teammate availability status indicators to the teammate object in the API.

Problem When merging conversations assigned to different team members, the merged conversation is assigned based on alphabetical order rather than intentional selection. Request Prompt the user to choose which assignee should own the merged conver...