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Flexible help tool for multiple support channels
March 28, 2017

Flexible help tool for multiple support channels

Tom Davies | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Front

We use Front to collect all of our support accounts in one place. It allows our team to act on support questions and delegate easily without having to forward emails or CC them to the correct contact internally. We simply tag/assign an email to a user which moves it to their queue so nothing gets dropped on our end for the customer.
  • Assigning emails across a number of users.
  • Rules that allow for emails to be filtered and assigned automatically.
  • Shows the flow of a conversation well, with comments and tags in the timeline.
  • I sometimes lose emails between support accounts and my own personal email in Front.
  • More reminders/updates on emails that sit for a period of time.
  • Saved our executive team considerable amount of time chasing support questions through different channels.
  • Gave our team clear accountability for who was lead on a support issue and how to escalate.
  • Customer regularly say our support is the best in the industry.
Front is a flexible and quickly growing tool that integrates with almost every system we use. Front have been our go-to support system since we started and will continue to be for the foreseeable future.
Zoom, Asana, GitHub, Intercom
If you have an expansive support team that focusses less on ticketing and more on getting problems solved asap, then Front might be the best solution for you. We tried using systems like Desk.com and Zendesk and it didn't flow well with our users who wanted normal email conversations with us. Front allows us to collect our resources and support customers from across our organization.

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