Home/Help Desk Software/Front
Updated on: January 20, 2019
Front Overview
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Front

Easy and fast help desk software
★★★★★
★★★★★
(167 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.

Front Features

Front Technical details

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

Front Pricing

Pricing ModelFree Trial , Subscription
How much does Front cost ?
The pricing for Front starts at $11.0 per month. Front has 4 different plans such as - Add-on at $11.0 per month, Basic at $15.0 per user per month, Premium at $29.0 per user per month and Enterprise at $59.0 per user per month.
Basic
$15 /User/Month

$15/user/month billed yearly or $19/user/month billed monthly.

Feature

  • 1 channel
  • 1 integration
  • Assign, comment and mention
  • Collision detection
  • Canned responses
Premium
$29 /User/Month

$29/user/month billed yearly or $34/user/month billed monthly.

Features

  • Includes features of Basic plan, plus
  • 15 channels
  • Unlimited integrations
  • Email Sequences
  • Automated rules
  • Analytics and reports
  • API/Plugins
Enterprise
$59 /User/Month

$59/user/month billed yearly or $69/user/month billed monthly.

Features

  • Includes features of Premium plan, plus
  • 100 team channels
  • Teams and permissions
  • IP access restrictions
  • SAML single sign-on (SSO)
  • Salesforce integration
  • Support and training
Add-on
$11 /Month

$11/user/month billed yearly or $14/user/monthh billed monthly

Website chat powered by Front

  • Custom brand color and logo
  • Email capture form
Screenshot of the Vendor Pricing Page
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Disclaimer: The pricing details were last updated on 29/06/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

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Front Reviews

OVERALL RATING
4.5
Based on 167 Rating(s)
Rating Distribution
  • 155
  • 9
  • 1
  • 2
  • 0
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Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 11 January 2019)
"Front to Connect Inboxes"

What do you like best?

Connecting to my coworkers' emails and tagging them is easy and intuitive. It is nice to be able to assign them a conversation and have it out of my hair.

What do you dislike?

I tend to use the webpage instead of the app, as for some reason the app seems to update a lot and will randomly log me out. The webpage works well, though.

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

Sometimes its easy to lose an email in the archive. However, it is so helpful to be able to review my coworkers' emails for information I may need.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 11 January 2019)
"Front to Connect Inboxes"

What do you like best?

Connecting to my coworkers' emails and tagging them is easy and intuitive. It is nice to be able to assign them a conversation and have it out of my hair.

What do you dislike?

I tend to use the webpage instead of the app, as for some reason the app seems to update a lot and will randomly log me out. The webpage works well, though.

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

Sometimes its easy to lose an email in the archive. However, it is so helpful to be able to review my coworkers' emails for information I may need.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 10 January 2019)
Improvements in the past quarter

Pros: There have been many improvements made in the past few months; the user interface is much more streamlined, and it has fewer bugs - I rarely experience crashes with this app.

Cons: I wish it could have been better integrated with other applications such as Outlook; it would be great to have integration with other tools and software.

Overall: I liked it overall; it allowed my team to use a shared inbox, and assign 'cases' to others on the team. It was efficient, and had a great built-in tagging system as well.

...more
Matt P.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 12 December 2018)
Front is the best tool we ever added to our team!

Pros: Front is an amazingly powerful tool backed by a team of professionals who provide us with the ability to manage our email as a team. We work together to help our customers succeed and share an email account - with Front we're able to assign out emails, have thread-specific chats by mentioning team members and use the Sequences feature to send personalized messages to our customers. Using Front has increased our communication internally and has dramatically improved our efficiency when addressing customer requests. Sequences allow us to stay personal and deliver proactive outreach without sacrificing time.

Cons: Front is a growing company which means they roll out updates from time-to-time - anytime there are bugs they are quick to address the concerns. The CSM team and technical support have been super helpful anytime we've run into issues.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 10 December 2018)
Front is amazing!

Pros: Our entire team can communicate and find customer orders in one easy place thanks to front. We can add comments to orders and all be in the loop with a moments glance!

Cons: We miss the previous version which had a gray screen versus the white, harder on our eyes in a bright office.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 06 December 2018)
Making Working Remotely Easier

Pros: I work remotely, as does the rest of the team I belong to, and using Front to coordinate client emails is essential to presenting a united front in terms of responses and feedback. The ability to tag, comment and reassign is especially helpful in providing clients with a consistent and uniform voice when answering.

Cons: If I had something that I like least about Front, it is the problems that can arise from someone re-opening an already archived email. It can cause the email to show up in the inbox of the individual who archived it and nothing can be done with it, and it is a pain to make it re-archive.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 20 November 2018)
Elegant App for Small Teams

Pros: It is an elegantly designed application that offers a great user interface and experience.

Cons: The desktop version of the app sometimes crashes.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 19 November 2018)
"Expanded Gmail"

What do you like best?

I like how you can see everyone's bin and the ability to leave comments and tag another person without being visible to the customer. The ability to quickly set up canned notes helps with the team's efficiency. The round robin style of assigning tickets ensures everyone gets a fair share.

What do you dislike?

It's like an expanded version of Gmail to me. I think it would be great to incorporate and easier way to manage tags and pull reports based off multiple tags. Also it would be nice to be able to set up a specific view of an organization or person and show the previously submitted tickets of that person/organization to help us become a lot efficient when backtracking conversations.

Recommendations to others considering the product

It's a good out of the box solution. Good for handling small to medium amount of tickets.

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

We'd like to have a separate system to handle Corporate tickets vs regular tickets. Down the line we realized we can build this function over to the same system we're using for regular ticketing.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 19 November 2018)
"Expanded Gmail"

What do you like best?

I like how you can see everyone's bin and the ability to leave comments and tag another person without being visible to the customer. The ability to quickly set up canned notes helps with the team's efficiency. The round robin style of assigning tickets ensures everyone gets a fair share.

What do you dislike?

It's like an expanded version of Gmail to me. I think it would be great to incorporate and easier way to manage tags and pull reports based off multiple tags. Also it would be nice to be able to set up a specific view of an organization or person and show the previously submitted tickets of that person/organization to help us become a lot efficient when backtracking conversations.

Recommendations to others considering the product

It's a good out of the box solution. Good for handling small to medium amount of tickets.

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

We'd like to have a separate system to handle Corporate tickets vs regular tickets. Down the line we realized we can build this function over to the same system we're using for regular ticketing.

...more
Nic M.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 12 November 2018)
A good fit for multi-inbox management and delegation

Pros: From the moment you launch either the desktop, web or mobile views, Front is an easy-on-the-eyes tool for processing high volumes of email in an efficient way. Unlike other solutions I have explored, Front finds the right balance between traditional inbox and ticket-based helpdesks -- both of which have strengths for digital comms power users. In Front you will find useful tools for snoozing messages, discussing messages in an iMessage-style chat and most importantly, delegating emails to specific team members using the 'Assign To' function. Teams that utilize Slack in their workflows will appreciate Front's Slack integration which lets you seamlessly move conversations to and from the chat platform. Two smaller but highly valuable features are the ability to set a buffer between when you click send on an email and when the message is actually sent, allowing you to cancel a misfired email, and the auto BCC feature which is great for logging emails in our CRM.

Cons: There are two annoyances I have with Front. First, the app doesn't seem to properly process received calendar invitations. Instead of allowing me to accept, decline or otherwise respond to invitations, Front simply downloads the .ics file, which is then opened in my default calendar app, Outlook. Second, though Front syncs with Office 365, messages deleted in Front are not removed from Outlook. For some users this may be beneficial, but for me it creates extra work and annoyance.

Overall: Overall, Front is a pleasure to use because it is feature-filled yet not overwhelming, and certainly one of more aesthetically-pleasing apps in our workflow. I appreciate that as I use Front, I am motivated to quickly process messages and get to inbox zero.

...more
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Videos on Front Youtube Official Channel

Front Screenshots

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Front Demo - Front - Salesforce integration
Front Demo - Front - Mobile
Front Demo - Front Analytics
Front Demo - Front App
Meet Front
Front screenshot: Direct mention teammates to internally discuss messages and leave comments
Front screenshot: Android mobile app to respond on the go
Front screenshot: iOS mobile app to respond on the go
screenshots
screenshots
screenshots
screenshots
screenshots
screenshots
Front Demo - Front - Salesforce integration
Front Demo - Front - Mobile
Front Demo - Front Analytics
Front Demo - Front App
Meet Front
Front screenshot: Direct mention teammates to internally discuss messages and leave comments
Front screenshot: Android mobile app to respond on the go
Front screenshot: iOS mobile app to respond on the go

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Disclaimer

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