Front helps us solve customer issue quickly
Updated March 27, 2025

Front helps us solve customer issue quickly

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

Overall Satisfaction with Front

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
  • Being able to tag users
  • Create seperate inboxes
  • Leave comments on emails
  • Tagging helps us get the emails to the right people
  • Being able to comment helps us solve issues quickly
  • Having the ability to assign via round robin helps keep the workload balanced
Easy to customize without tech help needed. It's also very simple to understand right away so we can get new users up and running quickly. The analytics are also clear and simple to set up, the ability to easily set up filters and tags is also a big selling point of Front.
Front was easier to have shared inbox. It also gave us more flexibility in tagging, both tagging users and tagging the emails to triage. It was also quick to set up and get users on boarded and trained. We found it was just a more intuitive and flexible system for us.

Do you think Front delivers good value for the price?

Yes

Are you happy with Front's feature set?

Yes

Did Front live up to sales and marketing promises?

Yes

Did implementation of Front go as expected?

Yes

Would you buy Front again?

Yes

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.

Front Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
9
Subscription-based notifications
9
Ticket creation and submission
9
Ticket response
9
Self Help Community
9.0
External knowledge base
9
Multi-Channel Help
8.8
Customer portal
9
Social integration
9
Email support
8
Help Desk CRM integration
9

Using Front

20 - Operations, Customer Care, Customer Success and Inspector Partnerships.
6 - Mostly managers who can create filters, schedules and update tags.
  • Filter emails to the right teams
  • Tag the right teams and share email to slack
  • Organise inbound communication
  • Allowing our customers to send in order info that creates an order
  • Auto tagging
  • Email campaigns
  • Ticketing
  • Integrate with Slack
  • Create reminders
We are very happy with Front and don't anticipate changing.

Evaluating Front and Competitors

Yes - We had Gmail and moved over to Front. Gmail wasn't as useful for the shared inbox that we needed to have.
  • Ease of Use
We wanted something useful but also not complicated.
I would not change.

Comments

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