FrontFront
Shared inbox for relationship-led support
Front treats support as correspondence rather than ticketing, which suits teams where the same named humans email the same named customers for years. It is a very different product from a helpdesk despite competing for the same budget.
[ 01 ] The verdict
The right choice when relationships matter more than throughput. Wrong choice for high-volume anonymous support, where ticket-shaped tooling wins decisively.
Best for
Account-managed businesses, agencies and logistics teams where support is ongoing correspondence.
Watch out
Reporting is weaker than dedicated helpdesks. If you manage to a containment metric, look elsewhere.
Strengths
- Email-native experience with genuinely low adoption friction
- Excellent internal commenting and draft collaboration
- Strong rules engine for assignment and triage
Trade-offs
- Analytics depth trails ticketing competitors
- Per-seat pricing scales poorly for large teams
- AI resolution capability is modest
[ 02 ] What it actually does
What Front actually ships.
Shared inboxes
Team-owned addresses with assignment, internal comments and collision detection.
Rules engine
Conditional routing, tagging and SLA enforcement across every channel.
AI summaries
Thread summarisation and drafted replies grounded in prior conversation history.
Customer context
CRM and product data surfaced alongside the conversation.
[ 04 ] Front alternatives
