All ideas

Currently, you can define timezones on Workspace or shared mailbox level. This would be far easier if we could set timezones based on Teammate who all work within the same shared mailbox. Having to breakout by Workspace means you have to fragment ...

Problem Exchange Online users can report phishing in Outlook, but Front lacks this capability, preventing training of Microsoft's spam and phishing filters from within Front. Request Add a report phishing button integrated with Exchange Online to ...

Request Include accessibility alt text for CSAT survey star ratings to improve screen reader compatibility.

Problem Searching with quotation marks like "fee" still returns similar terms like "feedback" instead of only exact matches. Request When quotation marks are used, return only exact matches, especially for tag searches.

Problem When reviewing Smart QA scores by category, N/A grades clutter the results for emails that weren't graded in that category. Request Add a filter to exclude N/A grades when reviewing Smart QA scores for each category.

Problem The contact panel displays the most recent email sender, but for customer-focused workflows, the initial customer contact is more relevant. Request Display the first inbound customer contact in the conversation instead of the most recent s...

Problem Custom fields are created globally and cannot be restricted to a single account, creating confusion when some fields don't apply to all accounts. Request Allow creation of custom fields that apply to only one specific account.

Front's chatbot does not recognize line breaks. This means that requests group into large blocks of text that can be difficult to decipher - and lead to errors. It also differs from how the customer intended to submit their request (since line bre...

Problem Smart encoding is disabled for SMS sent through the Twilio channel, forcing inefficient UCS-2 encoding that increases message length and cost. Request Enable Twilio smart encoding for SMS channels to automatically replace special character...

Problem Chatbot handoff options don't include creating a Customer Portal conversation, preventing teams from directing chat visitors to the portal-based support model. Request Add a handoff option to automatically create a Customer Portal conversa...