All ideas

Problem Chat and text conversations aren't automatically routed based on agent availability, potentially causing longer response times on the busiest support channels. Request Add routing rules to automatically prioritize and assign conversations ...

Problem All graphs in a custom report share the same filters, preventing side-by-side comparison of different inboxes or criteria. Request Allow different filters to be applied to individual graphs within a custom report.

Problem Admins cannot identify which teammates have inbox access they are not actively using, making it difficult to maintain least-privilege access controls. Request Provide a report or audit tool that surfaces inactive inbox access, so admins ca...

Problem Users can send emails to a large number of recipients without any warning, increasing the risk of accidental bulk sends to unintended audiences. Request Display a confirmation warning when users attempt to send an email to a large recipien...

Problem In the desktop app, there's no way to create and share links to specific rules, views, pages, or inboxes with teammates. Request Provide a way to create and share deep links to specific app sections (rules, views, pages, inboxes) with team...

so that different teams can have personalised ticket statuses

Problem The iOS mobile app can become disconnected without visible indication, requiring manual re-authentication when the user opens it. Request Send notifications when the app loses connection so users are immediately aware.

Problem Knowledge Base articles must be published immediately; there's no way to schedule them for future publication. Request Support scheduling Knowledge Base articles for publication at a future date, allowing process updates to be prepared ahe...

Problem Out-of-office settings must be configured separately in both Front and Microsoft Teams, creating duplicate work and risk of inconsistency between platforms. Request Sync out-of-office messages and status between Front and Teams so a single...

Problem Calendar event reminder popups cannot be snoozed and remain on screen until manually dismissed, blocking visibility of other details underneath. Request Add a snooze function to calendar reminders similar to Outlook, allowing users to dism...