Home/Help Desk Software/Front
Updated on: August 4, 2021
What is Front ?
Front - Help Desk Software
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94% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Front

Easy and fast help desk software
(835 Ratings) Write Review

Front is an efficient yet easy to follow help desk software, which is available in both SaaS as well as Web-based version.It can be run on multiple platforms like Mac, Windows, Android and iOS. The software enables you to select owners for every messages, take care of customer complaints faster via shared drafts and comments, automate replies with rules, exceed customer SLAs etc. The tool allows clustering all communication channels in one places like Twitter, phone calls, email support, chat, Facebook and more. For using this software one does not require undergoing any sort of training. Front comes featured with automated routing, incident management, ticket management etc.

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Front Technical details

Support Business Hours Online Customer Type Large Enterprises Medium Business Small Business
API Location / Phone Number San Francisco, California
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows Installed - Mac Category Help Desk Software Collaboration Software

Front Pricing

Pricing ModelFree Trial , Subscription , Quotation Based
Starter
$19 /User/Month

billed Yearly

For growing businesses with under 10 teammates that need a shared view of conversations

Feature

  • Teams of up to 10
  • Connect unlimited email, SMS, and social media accounts to Front
  • Assign, comment, and @mention
  • Enable most integrations (except CRM, Voice) and build your own
  • Use basic rule templates to move, tag, and archive messages
Prime
$49 /User/Month

billed Yearly

For professional teams up to 50 teammates looking to scale and optimize customer communication

Features

  • Includes features of Starter plan, plus
  • Teams of up to 50
  • Enable any integration
  • Build custom rules
  • Automate workflows with SLAs and advanced workflow templates
  • Measure response times, inbox volume, and trends with analytics
Enterprise
Custom

For large-scale organizations that require streamlined administration and centralized controls

Features

  • Includes features of Prime plan, plus
  • Teams of any size
  • Streamline administration with centralized controls
  • SAML-based single sign on (SSO)
  • Designated account team
  • Tailored onboarding services
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Disclaimer: The pricing details were last updated on 19/07/2021 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
Learn more about Front pricing.

Front FAQs

Front is Help Desk Software. Front offers the following functionalities:

  • Live Chat
  • Self Service Portal
  • Alerts (Escalation)
  • Automated Routing
  • Contract (SLA Management)
  • Knowledge Base
  • Known Issue Management
  • Surveys & Feedback
  • Ticket Management
  • Customizable Branding
  • Document Storage
  • Macros (Templated Responses)
  • Multi-Channel Communication
  • Social Media Integration
  • Incident Management

Learn more about Front features.

Yes, Front provides API.

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Front Reviews

OVERALL RATING
4.6
Based on 835 Rating(s)
Rating Distribution
  • 80.1 %
  • 18.2 %
  • 1.1 %
  • 0.2 %
  • 0.3 %
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Ryan RSource : g2crowd.com
(Reviewed on 24 November 2020)
"Front is perfect for managing multiple teams!"

What do you like best?

Analytics! SLA Notifications and Rules for various teams

What do you dislike?

The only pain point with Front is that there are certain analytics such as resolution time that don’t account for any action other than response.

What problems are you solving with the product? What benefits have you realized?

Our team has become much more efficient. The distribution has become much more fair and the analysis is specific to the teams.

...more
Natalia SSource : g2crowd.com
(Reviewed on 22 November 2020)
"Great app!"

What do you like best?

It's very practical to use. It took about 10 minutes the first time to figure out most of the details of this app

What do you dislike?

That you can't respond to FB messages after 24 hours (even though this is FB's problem not Front's)

Recommendations to others considering the product:

Just think well about tags so you don0t have any repeated

What problems are you solving with the product? What benefits have you realized?

I'm saving a lot of time responding things quickly and having it so organized

...more
Julius USource : g2crowd.com
(Reviewed on 21 November 2020)
"The best business E-Mail tool for startups!"

What do you like best?

I love how easy and intuitive everything is. Great UI/UX! It feels to flawless going through emails and eventually hit "Inbox Zero".

What do you dislike?

Better collaboration features to write emails together within the team. Also one dashboard to see all team-members and their assigned emails. But these are just nice-to-haves.

Recommendations to others considering the product:

Just give it a try.

What problems are you solving with the product? What benefits have you realized?

Easier and faster email experience for your whole team. Coming from G-Mail, Front feels like next level.

...more
Xin ZSource : g2crowd.com
(Reviewed on 17 November 2020)
"A shared inbox offering all features you need"

What do you like best?

1. There are no limits on how many or how you set up your shared inbox, this really helps us to deploy Front for all types of client-facing or internal use cases.

2. Very functionally rules/tags/views/discussion features which really helps us customize Front based on our needs.

3. Very handy contact manager/notes/meeting scheduling sidebar, which makes Front almost a light-weighted CRM system that works perfectly for our sales team.

4. Front combines gmail and slack together, which helps consolidate related conversations in one place.

5. From an Admin perspective, I really love the support Front team provides, which make the onboard process of rolling out Front to our team runs super smoothly.

What do you dislike?

By far, I love everything about Front. No dislike.

What problems are you solving with the product? What benefits have you realized?

We want to achieve visibility across multiple teams. With Front, we achieve the level of transparency we need and also can keep the confidentiality that messages are only visible to the team who need visibility to the context.

...more
Heidi TSource : g2crowd.com
(Reviewed on 02 November 2020)
"Everything at your fingertips."

What do you like best?

Chats, emails, discussions are all at one place. Calendar there too.

What do you dislike?

Being a new user it was a bit confusing till someone walked me through it. Not much to dislike.

What problems are you solving with the product? What benefits have you realized?

The problems being that you can communicate with a client and chat with co-workers about said client. Therefore having it all in one place.

...more
Angelica ASource : g2crowd.com
(Reviewed on 27 October 2020)
"Amazing Features, Easy to Use, Super Convenient Team Collaboration."

What do you like best?

I like the "mention" feature best. Instead of forwarding the email, you can simply mention or share the email or discussion with the team and discuss it within the same thread. Super fast and super convenient indeed!

What do you dislike?

So far, I cannot see anything that I dislike about Front aside from the inability to change the colour scheme or background theme. It would be really fun if we have the ability to do that! :)

Recommendations to others considering the product:

Make the switch -- RIGHT NOW!

What problems are you solving with the product? What benefits have you realized?

Missing on emails, discussions, and updates is the best thing that's been solved and streamlined thanks to Front.

...more
Antonin CSource : g2crowd.com
(Reviewed on 23 October 2020)
"Handy tool to handle Customer Service"

What do you like best?

Layout is nice and pleasant to use.

Main perk of Front is how it makes collaboration easy.

It's kind of a mix between Slack and Google drive collaboration tools, but for Customer service !

Also, they keep on adding small handy features, which may seem insignificant but help in daily work.

One simple example I like a lot, the software warns you when you're about to send a message mentioning a file attached, but the file is missing.

Which means the time of "The attachment is missing" replies is over ;)

The analytics side of the software is also really efficient with a handful of dashboard that you can configure to get insights on your own performances or those of your team.

It's also really nice to be able to use the tool as a software or just in a browser tab.

The tags, rules and canned replies features work well too.

What do you dislike?

Some things seems to work only on a user side.

For example, when I comment on a conversation with the wording "OK" or "done", it looks like the conversation gets archived automatically (the corresponding button becomes green), but in fact on my colleagues side, the conversation is not archived.

Also, I find the phone app not so handy. I've tried few times using it on the go but I always end of taking my laptop as I feel like wasting time on a phone.

What problems are you solving with the product? What benefits have you realized?

We handle all our customer service with front. We use it for text message, messenger, e-mails and botmind.

...more
Farhan ASource : g2crowd.com
(Reviewed on 20 October 2020)
"Very convenient, and they keep adding new useful features according to our feedback."

What do you like best?

The way you can tag others in a conversation, and the new feature that lets you merge conversations. life saver!

What do you dislike?

The desktop app freezes sometimes, so I use the web version instead. App has bugs sometimes

Recommendations to others considering the product:

Very convenient, and simple to use!

What problems are you solving with the product? What benefits have you realized?

It streamlines teamwork and collaboration. Saves us the trouble of going back and forth with different team members when it comes to dealing with clients, we are all always up to date and this helps us avoid confusion with our clients

...more
Angel MSource : g2crowd.com
(Reviewed on 16 October 2020)
"Front Survey"

What do you like best?

I like the share feature and the fact and can see other emails, which I used as scripts.

What do you dislike?

The app is somewhat hard to open. I often have to retry several times.

What problems are you solving with the product? What benefits have you realized?

I have been able to answer my clients through the previous emails by the team.

...more
Jennifer ZSource : g2crowd.com
(Reviewed on 05 October 2020)
"Front is a game changer"

What do you like best?

The ability to share emails with coworkers and have conversations on the message itself. The ability to clear your inbox with snooze or auto archives also has helped me stay organized and set follow up reminders with ease. I also love the ability to answer from other email addresses, not just my own to fit the nature of the conversation (if I don't want to use my actual email address for a client, I can send them something from our generic inbox).

What do you dislike?

The search feature could be a bit better and sometimes it is down. I would love to be able to customize my searches and even save custom searches. Also, once you share a message with a participant, I would like the ability to take them off (even if they've muted) since it most likely is a conversation they no longer need to be looped in on.

What problems are you solving with the product? What benefits have you realized?

Collaboration, having multiple inboxes in one place, cannot live without "send and snooze" after using this feature in front

...more
Read All Reviews

Videos on Front

How Front Chat Brings Real-Time Communication into your Inbox
How Front Chat Brings Real-Time Communication into your Inbox
Introducing Front Chat
Quick Demo – Front for Logistics

Front Screenshots

Conversations
Dashboard
Conversations
Conversations
Dashboard

Front Integration

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Disclaimer

The research is compiled using multiple sources, let us know of any feedback on feedback@saasworthy.com