# Front Reviews **Vendor:** Front App **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.7/5.0 **Total Reviews:** 2,456 ## About Front Front is the modern CX platform for customer-first businesses. We offer a unified workspace for all customer conversations — even individual inboxes and internal collaboration. This single pane-of-glass view of the customer boosts agent productivity by eliminating app switching and ensures responses are fast, accurate, and personalized. Unlike other customer service AI that takes a mistakes-first approach, Front AI starts smart and keeps getting smarter. We learn from every customer conversations in real time and help you scale safely from day one. Front's also easier to use and configure than legacy help desks, giving you unmatched control over your customer experience without relying on third-party consultants or IT resources. Trusted by more than 9,000 businesses including ClickUp, Uber Freight, and Reed & Mackay, Front serves up the efficiency and insights needed to keep your entire organization customer-first, every day. Plus, we care as much about our customers as you do yours: we provide industry-leading service to our entire customer base, regardless of your team size. ## Front Pros & Cons **What users like:** - Users find Front to be **easy to use and implement** , making client support management seamless across different business sizes. (340 reviews) - Users love the **seamless communication** Front offers, enhancing collaboration through messaging and tagging across departments. (258 reviews) - Users love the **seamless team collaboration** Front offers, enhancing communication across departments and time zones effectively. (258 reviews) - Users appreciate the **easy-to-use and organized features** of Front, enhancing teamwork and communication effectively. (230 reviews) - Users value the **smart commenting feature** of Front, enhancing organization and collaboration while reducing email clutter. (190 reviews) - Collaboration (166 reviews) - Helpful (161 reviews) - Simple (154 reviews) - Conversations (142 reviews) - Organization (133 reviews) **What users dislike:** - Users find the **calendar and inbox syncing issues** frustrating, impacting their overall experience with Front. (137 reviews) - Users struggle with **duplicate emails** in Front, causing hassle and complicating email management after time away. (127 reviews) - Users struggle with **duplicate emails** and poor overview, causing daily merging and management hassles. (107 reviews) - Users face **email management issues** with duplicates and poor organization, making inbox handling cumbersome and overwhelming. (78 reviews) - Users face **email communication issues** due to confusing threaded emails and limited mobile app functionalities. (74 reviews) - Learning Curve (62 reviews) - Limited Features (56 reviews) - Search Functionality (55 reviews) - Not Intuitive (53 reviews) - Messaging Issues (51 reviews) ## Front Reviews ### 1. Great solution for handling external communication internally **Rating:** 4.0/5.0 stars **Reviewed by:** Charlie M. | Chief Operations Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 20, 2023 **What do you like best about Front?** Front is great for quick communication between team members and easily answering all written inquiries across the org from one central platform. They allow for integrations with Dialpad that allow our employees to answer text messages through it as well as a live chat integration so they can speak with visitors as they come to our website. Set up is easy and support is great. It performs well, is easy to use and learn, and is affordable for our organization. **What do you dislike about Front?** The biggest issue I've found with Front has been personal inboxes. General inboxes are great but personal don't always function as would be expected (ie issues with accessing individual inboxes and sharing all info with teammates). This seems to have improved some, but it is still frustrating looking for an email across your organization and needing to go into individual inboxes to locate it depending on where it has ended up. **What problems is Front solving and how is that benefiting you?** Front makes it clear which client inquiries have been addressed and, when they haven't, the reasons why they haven't been yet. It makes it easier for our team to answer inquiries together and know who is working on what. **Official Response from Michael Hughes:** > Hey Charlie, thanks for the review here! We're delighted that Front is helping speed up communication between team members and assisting with them answering inquiries. In addition, we'd love to know more about where the personal inboxes are not working as expected for you. If you'd like to share more feedback, please don't hesitate to reach out to support@front.com As for any aware incentive. We occasionally send an email containing details of the offer currently available. If you did not receive that before posting your reivew, please also let us know. ### 2. Streamlines Customer Support with Ease, But Room for Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Adil S. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2026 **What do you like best about Front?** I use Front to respond efficiently to customer emails and tickets while managing my team of customer service agents. It’s easy to navigate, and the quick, simple filters make a real difference when prioritizing tickets by urgency. With just a glance, I can see my team’s activity and manage their inboxes, which helps me allocate work more effectively. I especially appreciate how Front removes the confusion that often comes with shared inboxes. Features like routing and assigning emails have a noticeable impact on day-to-day work. Conversations can be automatically directed to the right team or person based on rules, which saves time and helps ensure nothing gets missed. Assigning emails also creates clear ownership, so everyone knows exactly who is responsible for responding, reducing duplicate replies and unnecessary delays. Rules and macros further streamline repetitive tasks, such as tagging emails or sending standard responses, which makes handling a high volume of emails much more efficient. Overall, Front smooths out the workflow and improves coordination across the team. **What do you dislike about Front?** While Front is a very powerful tool overall, there are a few areas where I think it could be improved. One thing I’ve noticed is the AI feature: it’s very helpful, especially for drafting and summarizing emails, but there used to be an option to adjust the tone of responses (for example, making them more formal, casual, or empathetic). I found that control really useful. I’m not entirely sure whether it’s been removed or changed, but having that option clearly available again would definitely enhance the experience. Another area is automation. Sometimes the automation rules and workflows can be a bit complex to set up at first, and I’ve also run into cases where the AI chatbot says it’s applying rules but doesn’t actually do so. **What problems is Front solving and how is that benefiting you?** Front simplifies managing customer emails and tickets, making it easy to navigate and prioritize urgent tasks. It helps organize and assign emails, ensuring clear ownership and preventing missed tasks. Automation of repetitive tasks boosts efficiency and improves team coordination, making workflow smoother. **Official Response from Otto B:** > Thanks so much for the super-detailed review, this is super helpful and great feedback. If you do ever run into any other situations where rules are not being applied as expected, please don't hesitate to let our team know in our Front Portal: https://help.front.com/en/customer-portal ### 3. Excellent communication and nice new features **Rating:** 4.5/5.0 stars **Reviewed by:** Adriana A. | Traffic Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2022 **What do you like best about Front?** It’s a very user-friendly platform. The AI features to adjust tone, improve grammar, or translate messages are a huge plus, helping us maintain a professional image for customer support. It also allows us to set up rules so emails and requests are automatically assigned to each team member, significantly reducing the daily manual work we would otherwise have to do. Additionally, it is easy to integrate with our organization’s existing platforms, which makes implementation smooth and efficient. **What do you dislike about Front?** Some emails are occasionally delayed and take a bit longer than expected to arrive. We use Front daily so the volume of email is high. On the other hand, using private tags can sometimes be tricky. When an email is archived or snoozed, it may also be archived or snoozed within the tag folder. This can be confusing, especially if someone doesn’t know that they need to drag the email out of the main inbox so it remains visible under the tag without being archived. **Recommendations to others considering Front:** The thing you will like the most about the software of Front is that you can organize your workspace the way you want, which helps you visualize and manage from your priorities, stuff to do and even your time. It has so many features that allows you to work and share information smoothly with your teamwork. After starting to use Front because of my work, I decided that wouldn't go back to use the different platforms that I used before because Front allows me to organize everything in the same place: emails, sms, calendar, meetings, contacts, daily reports and to-do lists. Only when you start using it you know what you were missing out. It's really hard to compile all the benefits you get because I'm sure I haven't discovered all the different great features it has! **What problems is Front solving and how is that benefiting you?** Front is helping me prioritize work. Effective and immediate communication, also I can access to almost everyone's emails. It's helpful when I need info from others. I also like that I can organize the sidebar the way I want. **Official Response from Otto B:** > Hi Adriana! Thank you so much for taking the time to share your thoughts and feedback on your experience with Front so far! 😁 Glad to hear that you and the team are already reaping the benefits of collaborating with Front! We'd be happy to assist further with your notification rules, if you'd like 😊 Please feel free to reach out to support@frontapp.com for further assistance! ### 4. Makes customer service work enjoyable **Rating:** 5.0/5.0 stars **Reviewed by:** Amber K. | Enterprise (> 1000 emp.) **Reviewed Date:** December 12, 2023 **What do you like best about Front?** Front is the email channel that we use at my place of employment. I'm in sales so we use this app to communicate internally with each other, customer service, production facilities, and for customer support as well. All of our emails stay organized and we can search and filter with ease in order to find what we are looking for. We LOVE the @mention feature in Front and use it frequently. **What do you dislike about Front?** I fully understand if it is unable to link to a Microsoft account, but we would love it if Front had the ability to link up with Microsoft Teams for ease of use and collaboration between calendars. **What problems is Front solving and how is that benefiting you?** Using Front is like using outlook and teams all within the same app. Front helps to keep all communications in one place. Instead of having to message on teams, we love to use the @mention feature in Front in order to communicate internally. **Official Response from Otto B:** > Hey Amber, Thank you for taking the time to share this review. I am glad to hear Front is helping your team keep communication organized across departments, and that search, filters, and mentions make it easy to collaborate and find what you need quickly. I also appreciate the feedback on Microsoft Teams. We hear how valuable a Teams integration could be for smoother collaboration, especially around calendars. Thanks again for sharing your experience and suggestions. ### 5. Simplified Email Management and Efficient Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Mélanie N. | BtB accountant, Small-Business (50 or fewer emp.) **Reviewed Date:** February 18, 2026 **What do you like best about Front?** I love that Front is an all-in-one tool, easy to use. I find it very practical to be able to tag colleagues and discuss an email, which allows for quick communication. What I appreciate the most is the feature of easily finding an archived email or the history of exchanges. This feature is much more efficient compared to other email services that only find parts of the searched word. As a professional who often needs archived data, this helps me considerably. Moreover, the initial setup of Front went very well because it was simple and ergonomic. **What do you dislike about Front?** sad color, too many shortcuts that send emails by themselves just because we made a typing error on the keyboard **What problems is Front solving and how is that benefiting you?** Front makes email management easy, allows tagging colleagues for quick communication, and its powerful search helps me easily find the history of exchanges. It's a smooth inbox where important information is visible at a glance. **Official Response from Otto B:** > Hey there, Thank you so much for taking the time to share your feedback! We're thrilled to hear that you've been happy using Front. If there is anything we could have done to make your experience a full 5 stars, we would love to hear it. If you have any additional feedback or if you ever need our assistance, please feel free to reach out to our support team as they will always be happy to assist. Thanks again ### 6. Streamlined Email Management with Powerful AI Features **Rating:** 4.5/5.0 stars **Reviewed by:** Adil Aslam S. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Front?** I use Front to manage customer queries via email and chats, and I'm really impressed with how it acts as a hub for our integrated apps, allowing us to work just on Front without needing separate apps. This makes it super convenient, easy, and quick. I feel it's very easy to navigate, and the AI tools make email creation a breeze. I love how the AI integration within the settings helps me locate options and set up rules easily. It's great that the AI integration is right below the email for quick access, eliminating the need to rely on external apps. The detailed summary on the entire email thread saves a lot of time and reduces the average handle time. Also, setting up rules and macros is sometimes tough, but the AI integration provides step-by-step instructions, which is really helpful. Although I wasn't part of the set-up team, the team members quickly adapted to the software. **What do you dislike about Front?** At times when we assign an email to another team member it's still subscribed to us, so a lot of unnecessary notifications appear in the subscribed to me tab. I have to then sort the important ones and unsubscribe from the ones that are not important. **What problems is Front solving and how is that benefiting you?** I use Front to manage customer queries via email and chats. It acts as a hub for integrated apps, saving me time by reducing the need for multiple apps. The AI tools simplify email creation and help set up rules with step-by-step instructions. **Official Response from Otto B:** > Thanks so much for sharing this review! It's awesome to hear that Front's AI tools are making your day-to-day easier, from drafting emails to setting up rules. That's exactly the kind of workflow we're aiming for. On the subscription notifications after assigning conversations: totally valid feedback. There are a couple of options that can help with this. In your personal Preferences (gear icon > Me > Preferences), you can customize your auto-subscribe and auto-unsubscribe settings to control when conversations appear in your Subscribed section. For example, toggling off "Subscribe on reply" or "Subscribe on comment" can reduce the noise. You can also manually unsubscribe from any conversation through the participants menu at the top. Here's a quick guide: https://help.front.com/en/articles/2198 Thanks again for being a Front user. We appreciate the feedback! ### 7. Streamlines Team Emails **Rating:** 5.0/5.0 stars **Reviewed by:** Karen W. | Director of Maintenance and Inspections, Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Front?** I like being able to organize our emails and not having to CC a bunch of coworkers if they need to be involved or forward when people respond. It allows us to easily be a part of an email when we want to be and unsubscribe when we are finished. I also appreciate how Front allows us to use a shared inbox, see each other's emails, and collaborate as a team when responding. I also like that we can comment on an email to share insights without having to use a different software. It keeps everything organized and easy, and the ability to set up automations for sorting emails according to our needs is great for our business. **What do you dislike about Front?** I would say the Front AI hasn't been very helpful. I think it could be improved to better understand the business's tone and deliver more accurate, authentic-sounding responses. **What problems is Front solving and how is that benefiting you?** I use Front to manage a shared inbox, which helps me see all team emails without CCing everyone. It lets us comment for team collaboration, keeps our emails organized, and allows automated sorting for our business needs. **Official Response from Otto B:** > Thank you so much for this review and for sharing how Front has helped your team collaborate more effectively! It's great to hear that shared inboxes, internal comments, and automations are making a real difference for your business. We hear you on the AI side of things. We've actually rolled out some meaningful updates recently, including automatic tone matching that learns from how your team actually writes, along with the ability to connect external knowledge sources (like Notion and Google Docs) so AI-generated replies are more accurate and on-brand. These improvements are ongoing, and your feedback helps us prioritize what to refine next. If you haven't had a chance to explore the latest AI settings, this article is a good starting point: https://help.front.com/en/articles/2344960; we'd love for you to give it another shot! ### 8. LOVE Front! **Rating:** 4.0/5.0 stars **Reviewed by:** Stephanie M. | Director of Sales, Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2022 **What do you like best about Front?** I love that we are able to add several inboxes to Front so we are able to easily jump back and forth between the multiple inboxes when needed to stay on top of everything in a very quick time frame. **What do you dislike about Front?** I would like to have more options in the sequences section including being able to add different subject lines and add my signature to emails. **What problems is Front solving and how is that benefiting you?** Front has solved the issue of multiple people working on the same tasks in our company with being able to assign emails to one another and also keeping everyone in the loop on communications with having the ability to tag one another and adding notes on what has been done and what is needed to be done. It also has saved time with not having to log out and back on to different email addresses throughout the day. ### 9. My front review **Rating:** 5.0/5.0 stars **Reviewed by:** Williams R. | Transport Manager, Transportation/Trucking/Railroad, Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2023 **What do you like best about Front?** The software is pretty much unbeatable, no bugs, no crashes, justa smooth and simple interface that is user-friendly and allows you to keep up with the rush of the daily work; on top of that, you are now allowed to interact with pluggins that I personally use for my AI helpers which is great, honestly I'm very happy with Front so far. **What do you dislike about Front?** They improved the glitches. In the last 2 years, they have had them only 2 times. We recently got an interface upgrade, which is what I was complaining about, and so far it has been working nothing but awesome. **What problems is Front solving and how is that benefiting you?** Front helps me to share content with my coworkers, whenever I need help with something I can just tag them and I will be able to get a response in less than 3 minutes, that is what I like the most. **Official Response from Otto B:** > Hi Williams, thank you for taking the time to leave this review. I am really glad to hear Front has been a smooth, reliable experience for you, and that the interface helps you keep up with the pace of day-to-day work. It is also great to hear the improvements and recent interface updates have addressed what you were seeing before. Thanks as well for calling out how collaboration in Front is helping your team move faster. Making it easy to loop in coworkers and get quick help is exactly what we want to support. We really appreciate the feedback, and we are glad Front has been working well for you so far. ### 10. Front remains the best! **Rating:** 5.0/5.0 stars **Reviewed by:** Amber J. | Customer Service Department Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2022 **What do you like best about Front?** Nothing new. Front is still one of my favorite programs to use. It's easy to work with and look at. I love it! **What do you dislike about Front?** The only thing I wish is that when I look at my Gmail inbox, the emails that I've archived are still there. The deleted emails are deleted in both places, but I would like the archived to match as well. **What problems is Front solving and how is that benefiting you?** Our team had a 3+-month-old backlog of 40,000+ emails. It was embarrassing, and not a good look for the company. We created a team of 6 agents, including one leader, and the backlog was managed in a month. We can now handle about 3,000 emails a week. **Official Response from Otto B:** > Hi Amber, thank you for updating your review and for the continued love for Front! It's awesome to hear you and your team tackled a 40,000+ email backlog in just a month. That's seriously impressive. On the archive sync with Gmail, that's a fair point and something we've heard from other users too. We'll make sure this feedback gets to our product team. In the meantime, we appreciate you sticking with us! Thanks for being such a great advocate for Front. ## Front Discussions - [For any e-commerce or procurement people-what other software(s) have you integrated with Front? How are the integrations?](https://www.g2.com/discussions/24378-for-any-e-commerce-or-procurement-people-what-other-software-s-have-you-integrated-with-front-how-are-the-integrations) - 1 comment, 4 upvotes - [What is Happening on the Forum?](https://www.g2.com/discussions/what-is-happening-on-the-forum) - 1 comment, 1 upvote - [Are there any "Front hacks" that are lesser known but extremely helpful?](https://www.g2.com/discussions/are-there-any-front-hacks-that-are-lesser-known-but-extremely-helpful) - 1 comment, 1 upvote - [Can we get a recall feature?](https://www.g2.com/discussions/can-we-get-a-recall-feature) - 1 comment, 1 upvote - [Can you integrate front with Grammarly?](https://www.g2.com/discussions/can-you-integrate-front-with-grammarly) - 1 comment, 1 upvote - [View Front pricing details and edition comparison](https://www.g2.com/products/front/reviews/front-review-4253517?section=pricing&secure%5Bexpires_at%5D=2026-05-07+10%3A19%3A35+-0500&secure%5Bsession_id%5D=b07fc909-7a9f-4c7c-98e5-eb11066c00aa&secure%5Btoken%5D=4e21adf7813287010368c33d0ecab3f0190544ebb83f23c4af4b332622ecf019&format=llm_user) ## Front Integrations - 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[TAI Cloud Solutions](https://www.g2.com/products/tai-cloud-solutions/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) ## Front Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Inbox Tools** - Unified Inbox - Filters - Reminders - Notifications **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Sorting & Filtering** - Attachment Search - Tags - AI Sorting - Predefined Rules **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring **Analytics** - Trends - Performance Tracking - Email Tracking **Coordination Tools** - Calendar - Contacts - Task Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Integrations** - Microsoft Outlook Integration - Gmail Integration - Apple Calendar Integration **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Software Options** - Desktop Application - Mobile Application **Time Management** - Unified Inbox - Email Automation - Snooze **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Generation - AI Text-to-Speech - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Email Client - Agentic AI** - Autonomous Task Execution - Cross-system Integration **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - Email Management** - Autonomous Task Execution - Cross-system Integration **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Front Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,656 reviews) - [Hiver](https://www.g2.com/products/hiver/reviews) - 4.6/5.0 (1,251 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,486 reviews)