Front
Key Info:
Front is a cloud customer-operations platform that combines shared inboxes, ticketing, collaboration and workflow automation. It lets teams manage email and other supported channels in one workspace while keeping customer-facing communication close to internal comments, assignments, service targets and related account context.
Details
Inboxes, channels and tickets
Front inboxes are shared workspaces that can contain one or more communication channels. Teams use them to organise support, operations or account conversations and control which teammates can access the work. Ticketing adds IDs and statuses such as open, waiting and resolved, while views and filters help agents find requests across inboxes. This flexible model should be designed around real ownership rather than copied directly from personal email folders.
Collaboration around a conversation
Agents can assign conversations, mention teammates, add internal comments, share drafts and move work between inboxes. Customer details and connected application data can remain visible beside the thread. Rules can route, tag, prioritise or escalate messages based on conditions. The ability to collaborate without forwarding a chain is a central benefit, but permissions and notification volume need careful configuration.
Customer support operations
Front documents ticket statuses, customer portals, knowledge and service analytics alongside its shared-inbox foundation. Teams can define service-level goals and inspect workload, response and resolution behaviour. AI features assist with replies, summaries, tagging and quality analysis in supported configurations. Because Front also serves sales and operations use cases, buyers should confirm that the support workflow and reports remain clear when several departments share the platform.
Who should evaluate it
Front can fit B2B support, operations and account-management teams that want customer communication and internal collaboration in the same workspace. It is useful where complex requests cross departments and context must stay attached to the conversation. Organisations requiring deeply structured IT service processes or highly specialised contact-centre functions should validate those needs separately.
Evaluation notes
Build the proposed inbox and channel structure with two teams and one restricted queue. Test assignment, shared drafting, an internal escalation, ticket status, a service-level goal and a customer portal request. Check how a conversation moves between teams without losing ownership or reporting. Review identity matching, retention, audit history, CRM and issue-tracker integrations, API limits, mobile behaviour, export, migration and the governance needed when multiple business functions use Front.