All ideas

Give an end user accessing their portal the ability to search and filter through historic tickets that show on the portal.

Add the ability to precisely target which recipient is evaluated by smart CSAT or smart QA. Instead of automatically targeting the last teammate responding, you can pick another recipient in the conversation and evaluate them accordingly. This wou...

When sending out mass emails via Sequencing, it would be helpful to automatically follow up with recipients who didn't click the link in the email we sent them. Also, it would be helpful to be able to auto-follow up with those who didn't open the ...

The ability to tag drafts would be useful so that the user is allowed to "sit" on an email for a while, and not forget to tag it after sending. Currently, the only way to apply a tag to a draft is to schedule it for sending later, and then cancel ...

The ability for top-level admins to set up rules or apply tags for oversight or alerting purposes without those actions being visible to the wider team. For example, if we want to alert a manager to review something via a rule, but we don't want t...

The current Zendesk importer is experiencing significant performance issues during large-scale migrations. Specific technical gaps include: Import Stability: The importer frequently fails or errors out during ticket transfer, resulting in incomp...

Templating is currently limited to basic text formatting. The ability to use custom HTML templates would open up the possibility of using Front to send emails with richer branding and formatting (especially in bulk/sequence emails), like many othe...

Same as auto-draft with AI for emails, but for chat and SMS or others TBD

Be able to specify the language of the Summary.

SLA warnings currently show a rounded amount of time left before breach. We'd like to be able to either hover over the rounded amount to see the exact amount of time remaining, or just see the exact amount without hover.