Front Reviews & Insights

Score9.2 out of 10

119 Reviews and Ratings

Overview

Synthesised from 7 reviews | Last Published May 27, 2026

Front is primarily used by organizations to centralize internal and external communications, addressing challenges in coordination and response times. In TrustRadius reviews, its effectiveness in improving team collaboration by centralizing communication and preventing duplicate efforts is a key strength, noted by 5 out of 7 reviewers. The platform's intuitive interface and robust features are widely cited for enhancing overall efficiency and organization.

While Front excels in facilitating internal discussions within email threads and offers valuable analytics for tracking performance, some reviewers report limitations in its search function and the perceived value of its AI and add-on offerings due to additional costs. Email thread management issues, such as incorrect identification of differences or chronological order, are also noted. Overall, reviewers find Front positively impacts operational efficiency and customer engagement, though financial ROI can vary.

Pros

Centralized communication for external client interactions
Improved team collaboration by preventing duplicate efforts
Facilitates internal discussions directly within email threads
Email assignment functionality for ownership of inquiries
Analytics for tracking team performance and response times

Cons

Limitations in search functionality for older or specific messages
AI and add-on offerings are limited and incur additional costs
Issues with email thread management, including chronological order and identification of differences
Mixed financial ROI due to changes in pricing models and feature availability

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Front Reviews

35 Reviews

Front. Excellent email for personal and team use.

Rating: 10 out of 10

Incentivized

October 2, 2025

Use Cases and Deployment Scope

Front is the email platform we use for all communications. It allows all teams to work off single threads and communicate between teams without need for other mediums like Slack, Teams, or other internal communication channels.

My use case is on the Sales and Custom Support side of the business. I handle all inbound and outbound communications. When needed I tag and assign to different teams as needed. This cooperation between teammates is very helpful. Its also organized to keep all communication about a task in one place.

Pros

Templates. Make sharing specific details, instructions, and information easy. All team members can access templates. Joint effort.
Assigning teammates to certain threads or tasks from within Front is helpful. Quick handoff while keeping visibility on activity is helpful.
Metrics. Track response rates. Activity. Etc.

Cons

Improvement with proactive alerts.
Improvement with search function to add in more key words or filters.

Likelihood to Recommend

Excellent mobile platform to keep working while on the go. All the features I need while on laptop are available in mobile. I'd recommend it for anyone working with multiple team members and managing volume through their inbox as primary communication source.

Scheduling time on my calendar through the mobile app needs improvement.

Verified User

Representative in Sales (51-200 employees)

Vetted Review

1 year of experience

Front Brings Structure and Speed to Our Customer Communication

Rating: 10 out of 10

Incentivized

July 9, 2025

Pros

Front makes it easy to collaborate on emails with internal comments and assignments, so teams can work together without messy forwarding or CC’ing.
Its tagging and workflow automation features help us categorize and prioritize incoming messages efficiently.
We also appreciate the analytics, which give us visibility into response times and team performance.

Cons

Search functionality can be limited—finding older messages or specific threads isn't always intuitive.
Mobile app feels less robust than the desktop version, especially for managing workflows.
Some integrations require workarounds or don’t offer full functionality compared to native tools.

Likelihood to Recommend

Managing high volumes of customer service inquiries across multiple shared inboxes, where visibility and accountability are crucial and collaborating on complex client issues where multiple team members need to contribute to a single conversation thread without confusing the recipient.

Verified User

Administrative Assistant in Customer Service (11-50 employees)

Vetted Review

2 years of experience

Great tool to insure smooth team work

Rating: 10 out of 10

Incentivized

July 9, 2025

Use Cases and Deployment Scope

Collaboration between teams mostly, it's much easier with Front because we can just reference threads, copy and paste IDs, tag people from different teams to colaborate on an email or project and move emails to different shared inboxes, that insure the topics stay organized and the communication with the client streamlined.Front Analytics is also a great tool to track team performance and goals.

Pros

Shared inboxes
Comment section so the people involved can discuss
Tag people from different teams
Front Analytics to track response times and team performance

Cons

The emails disappear from user's view when moving to a shared inbox they're not a part of
Change the privacy status of a tag after it was created (private/open)
Some threads Front can't identify the different email correctly, creating a very long email that's hard to ready.
Please remove the option to tag shared inboxes, that doesn't work properly but it's still an option

Likelihood to Recommend

I think Front is very useful for every company with multiple teams working together on different emails from clients.

Not so useful if a lot of different teams need to work on a request at the same time, because when an email is sitting in multiple shared inboxes things can get messy.
Also would not recommend for teams that work is individualized, as team work is the main point of Front.

Verified User

Administrative Assistant in Corporate (11-50 employees)

Vetted Review

2 years of experience

Front is better than the rest

Rating: 8 out of 10

Incentivized

July 9, 2025

Use Cases and Deployment Scope

I use Front daily all day, every workday. I use emails as a way to communicate with our customers. We had problems that Front has helped cure. There were times when we would answer the same email as a coworker by mistake. The real-time viability fixed a lot of issues we were having. I am not sure how we survived before without it.

Pros

Real-time visibility helps us to see if someone else is working on the email.
Being able to assign an email to a coworker helps out.
The internal comment section is wonderful.
I enjoy the snooze feature.

Likelihood to Recommend

I really like the real-time visibility function. It is very helpful to be able to see that another coworker is typing in the email. There was a time when my coworkers and I would reply to an email multiple times due to not being able to see what was happening. I like to ability to be able to converse with a coworker below the email where the customer can not see.

Racheal Pool

Managed Transportation Account Executive in Customer Service at Echo Global Logistics (501-1000 employees)

Vetted Review

2 years of experience

Could not imagine working without Front

Rating: 10 out of 10

Incentivized

July 9, 2025

Use Cases and Deployment Scope

We use Front on our Client Success Team to increase efficiency and collaboration. From onboarding to challenging client questions the team is able to communicate in the platform instead of sending drafts back and forth which can increase the likelihood of human error. This has taken our team efficiency to the next level. We also use the analytics to ensure our clients are being responded to in 2 hours and see our high volume times for emails.

Pros

Team Collaboration
Analytics
Templates
Shared Inboxes

Cons

Out of Office Rules
Customer Support Availability
Pricing

Likelihood to Recommend

Our team organization, collaboration and the visual appeal of Front makes it a no brainer for me. I use Gmail for my personal side and it feels to unorganized compared to using Front daily for work.

Cassandra Kelly

Client Success Training and Development Team Lead in Customer Service at INFUSE (501-1000 employees)

Vetted Review

4 years of experience

Front helps your business stay organized

Rating: 10 out of 10

Incentivized

July 9, 2025

Use Cases and Deployment Scope

Front is just a very well organized platform. From being able to customize tags, archiving, and just navigating through the application, everything is super easy to achieve. I love being able to send emails to other branches inboxes with a simple few clicks, and being able to assign emails to certain team members also helps things in the office run more smoothly.

Pros

Ability to move email threads to particular inboxes
Being able to assign an email to a certain employee
Having a space within threads to have internal communications

Cons

I wish I was able to remove our branch from a thread that we were accidentally put in
Sometimes merged conversations aren't in the correct time order

Likelihood to Recommend

Being able to put internal notes in a thread allows us to be more accurate with our in office communications-- it helps everyone stay on the same page.

Mariam Behashti

Rental Coordinator in Customer Service at EquipmentShare (10,001+ employees)

Vetted Review

1 year of experience

Verified on LinkedIn

A phenomenal cross-company tool with a robust integration offering

Rating: 7 out of 10

Incentivized

July 8, 2025

Use Cases and Deployment Scope

Front is used for the customer service team, the sales and client support teams, and our operations team. The collaborative inbox assists with working across teams and departments, and it also supports a variety of integrations such as with Slack, Salesforce, Gmail, social media, etc..

The internal knowledge base is particularly useful for accessing information and process clarification. Lastly, Front is used for all customer and client communications, and the Contacts/Account section, plus the robust rule creation system support routing to appropriate groups.

Pros

Knowledge Base
Customer Service Tooling
Client and Sales Contacts
Robust Integrations
Communicative and helpful support team

Cons

AI tooling is limited, and costly as they are by add-on only
Add-ons for chatbots, AI, workforce management, etc., are not included in the already higher price for service
Knowledge base has limitations with reminders, proper formatting, and a seamless interface. The process to migrate knowledge base cards from one tool to another is also restrictive

Likelihood to Recommend

Overall, Front is a reliable, easy-to-use tool that can support a variety of departments in a company. It can assist client management, sales teams, customer service, and operations. The integrations make it valuable for cross-interfacing platforms and working cohesively as a team. While the pricing is lower than other services like Zendesk, the pricing starts to increase with add-ons that should be included in the base price, such as Chatbots, AI tools/drafts, workforce management, etc., The pricing is also highly restrictive and based on the number of users per month.

Verified User

Director in Customer Service (11-50 employees)

Vetted Review

5 years of experience

Front helps us solve customer issue quickly

Rating: 9 out of 10

Incentivized

March 26, 2025

Use Cases and Deployment Scope

Front helps us with communication between teams as well as clients and contractors. The ability to make comments, assign emails and organize inboxes keeps information flowing smoothly. We use the custom filters to cut down on noise, and the shared inboxes give everyone transparency on issues we need to solve together. Front is easy and straightforward without much of a learning curve for new users.

Pros

Ability to comment on emails
Ability to tag other users
Ability to assign emails to users

Cons

Some filters aren't always easy to use
Learning how to set filters does take time
Would be nice to have basic analytics

Likelihood to Recommend

Front is well suited to companies where you need to have a lot of communication across teams. It's super helpful to have a place to track comments and ideas about emails in one place without the need to forward emails. I think it cuts down on lengthy email chains and keeps reciept lists short because you can ask and answer questions before sending the message.

Verified User

Manager in Customer Service (51-200 employees)

Vetted Review

6 years of experience

Group Email Box Made Easy with Front

Rating: 6 out of 10

Incentivized

June 25, 2024

Use Cases and Deployment Scope

We use Front as a group email. Our order desk separate emails all have access to the customer service emails through Front. We use the chat feature within front to communicate about emails internally and assign emails to team members. We also use the Chat feature for our Website.

Pros

Chat about emails without adding emails.
Assign emails to team members.
Group email box.

Cons

Ability to make some things private in the group.

Likelihood to Recommend

It is great to have the team be on the same page and have access to the incoming email that need to be processed into orders. The ability to attach other team memebers to the email conversation with out forwarding the thread to them. The ability to use Chat on our website.

Patrick Blake

Network System Administrator in Information Technology at ARTO (51-200 employees)

Vetted Review

5 years of experience

View profile

My experience with Front

Rating: 10 out of 10

December 1, 2023

Use Cases and Deployment Scope

Front has resolved a lot of problems we had, it was really difficult to cover a colleague when one of them did not show at work, with the shared inboxes we do not have that problem no more.

the rules and exceptions are really simple to create, we have several rules that helps us not to miss important emails.

Pros

the comments in between emails are great!
customer service helped us create a very specific rule, something we really appreciate!
Front always alerts when there is an issue, and it gets resolve quickly.

Cons

lately the shared inboxes are being disabled, this is happening very often.
receiving delayed emails, also happening frequently.
it would be great if you could create template emails for your own use (not shared).

Likelihood to Recommend

The simplicity of Front is what's makes it great for the organization I work, giving permitions to a certain group of people whiting the organization to see or not to see boxes is something great and useful as you can divide all the departments by sections or groups, but having them all working in the app and if somenting needs to be notified to a party member the comments in between emails can be use as a chat.

these are the common uses we give to this app but there are much more!

Bryan R. Zapata P.

dispatcher at all-ways (51-200 employees)

Vetted Review

2 years of experience

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