User Reviews Overview
About Front
Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer communication by combining the efficiency of a help desk and...
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- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Never bcc internally again
Couldn't imagine living without it. Treating email collaboratively has probably reduced the number of internal emails by a factor of 10. The integrations with every platform via API let us manage tons of internal workflows in a completely automated way. Overall, we're happy to pay for it - every dollar in Front probably saves us an hour in FTE time.
Pros
The ability to treat email as a collaborative effort is groundbreaking. It's easy to create visibility and work asynchronously on emails that would otherwise take multiple forwards and slack conversations. Integrations and automations are great too.
Cons
Fairly expensive if you don't use it for a large number of folks, AI features are pretty limited right now.
Response from Front
Thanks so much for taking time to provide feedback!
- Industry: Banking
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Want to save money with emails? Front.
My experience with Front so far has been highly positive, and it honestly doesn't take long until one can see the amount of time (and money) that the automation and integration will save the company.
Pros
Front offers a simple and intuitive interface. It allows one to create inboxes and easily separate subjects into different categories and consequently offering automation, which by itself always save the company a lot of money when the issue is handling hours. Not to mention that this software is really good at integration with other softwares, which saves so much time from having to cross reference information.
Cons
While some competitors will have a URL for each individual email, Front has a generic URL for the inbox. Of course that the emails offer individual identifiers that can be found by selecting "Copy message link", but this isn't that much of an inconvenience and it can be addressed by a simple learning module.
Response from Front
Hi Rafael, thanks so much for the review! We're thrilled you've had a positive experience 🙂
- Industry: Information Technology & Services
- Company size: Self Employed
- Used Weekly for Free Trial
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Review Source
A great solution for omnichannel communication
Pros
I really loved the way this software can combine many communication platforms into one place, it makes working so much easier.
Cons
Generally didn’t find any cons during using this software.
Response from Front
Hi Abigail - We're so glad you're having a great experience with Front! If you ever need anything, don't hesitate to reach out to us at [email protected].
Top Front Alternatives
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for Free Trial
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Review Source
Seems like a decent platform but they ask too much trust in their pricing model, don't...
I felt the sales process was pushy. No where on the website pricing does it say there's a minimum number of seats required for their Growth and Scale model. Growth is 2 seat minimum and Scale is a 5 seat minimum. When I clicked to be contacted by sales I received this pushy email from [sensitive content hidden] Sellman in their sales department that said "10 user minimum, 12 month agreement only--no monthly option, annual billing nad $1188 per user per year." all matter of fact like, "If you don't want to do this, don't even bother." when I queried this, I was sheepishly told the minimum was 5 users, not 10 but what little trust I had for a platform that asserts a pushy annual rate, payment upfront with no real platform experience was lost at that point.I felt this was a total bait-and-switch compared to what their website pricing model appears like. With a zero refund policy but yet demanding minimum user amounts AND no monthly trial period, just a flat "Pay me money now"? I can't ever recommend this tool.
Pros
I appreciated the all-in-one functionality Front seemed to have--way more tools than we actually needed.
Cons
Their pricing model is an incredibly bloody gouge. ONLY annual billing, all due at signing, minimum seat count of 2 seats and their terms say NO refunds. Meanwhile their trial service doesn't actually even have full functionality to test that it works with integrations.
- Industry: Leisure, Travel & Tourism
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Front User Experience Review
It's awesome. We actually just transitioned to Zendesk for a few months now but for our business model, agents find Front more effective.
Pros
Ease of use and a wide variety of functionality.
Cons
Crashing issues when email threads get really long.
Alternatives Considered
Zendesk SuiteReasons for Switching to Front
We used to use Front and we are now usimg Zendesk. A few of our employees who are not handling agent tasks are still using Front.Response from Front
We're so glad your team is working much more effectively with Front 💜 If you ever have issues or questions, you can always reach out to us at [email protected]!
- Industry: Transportation/Trucking/Railroad
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
If you have multiple teams managing emails daily, Front is for you.
Overall it was easy enough to set up and configure rules without much technical help. The difference from other systems we used to manage our email was instantly significant and improved efficiency and response times.
Pros
The internal team chat enhances communication and collaboration. The clarity of who is responding or seeing quickly that someone has responded so you do not waste time on emails that someone has already sent or is working on sending.
Cons
The integration with WhatsApp that we use to communicate with drivers is really more geared toward communicating with customers and is a bit quirky but we made it work.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
The Bestselling in the market Customer service and Collaboration tool.
Pros
It gives is realtime collaboration with our staffs.
It has a very intuitive interface and dashboards.
The customer service is good.
It is a no code tool and we love it as it makes it easy and fast for is to automate our workflows
Cons
It has been good all along and we have experienced no dislikes
Response from Front
We're thrilled that you're pleased with Front! If your needs or workflows in the product ever shift, please share feedback with us here: https://community.front.com/ideas.
- Industry: Building Materials
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Front App easy to communicate without all the emails
Pros
The ability to chat in realtime on an email thread.
Invite non-emailed teammates to an email thread.
have less emails
Shared email Boxes
Cons
Its a little tricky to set up but there is a lot of support to help you out.
Response from Front
We're thrilled you're having a positive experience, Patrick. If you ever need us, you can reach our support team at [email protected]!
- Industry: Broadcast Media
- Company size: 2–10 Employees
- Used Weekly for 1+ year
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Review Source
Front, seamlessly enhancing collaborations among team members.
Helpful software that enables team work and unites communications for our team collaboration.
Pros
First the video tutorials and the way the software helps ease off saturated workloads.
Cons
No complain, because it's quite useful in seamless communications among our team members.
Response from Front
We appreciate the positive review, Jessica!
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Monthly for Free Trial
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Review Source
Great bit of software.
Pros
It was so easy to integrate all the social media channels we wanted to be able to use all of them from the same interface.
Cons
At the beginning it seemed a bit difficult to understand but once I got the hang of it it was a breeze.
- Industry: Package/Freight Delivery
- Company size: 51–200 Employees
- Used Daily for Free Trial
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Review Source
Front Review
Pros
My company did a trial of Front because we were in the market for a ticketing/email tool. I found it to be very user friendly and intuitive. It had a lot of good features and felt very similar to use as Outlook, but with much better reporting features.
Cons
There wasn't anything I disliked. Ultimately, the company didn't move forward with it. But I really liked it and was pushing to use it for my team.
Response from Front
Hi Clayton, thank you for the positive review of Front! We hope your team is open to trying again in the future. We have some exciting new features launching very soon 👀
- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Email management made easy!
Overall experience was very useful and impactful!
Pros
Easy to use, email management in one place for many different accounts is just WOW!
Cons
No cons to be honest! My short time using it was just great!

- Industry: Legal Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Front is a lifesaver
Pros
For several years, our administrative team used Front and it improved our internal workflow and customer communications significantly. Now our entire office is using Front and the combination of client and internal emails with internal comments and discussions is indispensable. We have never been so efficient, and I can't imagine work life without Front.
Cons
When we have an issue, the support team is very responsive. Bugs are addressed quickly and our ideas for improvement are often implemented.
- Industry: Printing
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Email overflow management
Positive experience overall.
Pros
I loved the Inbox -> Channels system. We were able to organize the mess that several shared Exchange mailboxes brought us over time.We now have a bird eye view of everything. Assignments and comments made it easy to reroute conversations as needed.
Cons
It lacks an Italian translation. Most of us don't know English, but the tool was valuable enough that we made the necessary steps to abilitate non-english collegues to use Front.

- Industry: Accounting
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
The Best Team Collaboration Tool!
My team is able to be more efficient and we all can see past comments and such so it makes our team more cohesive. Many times the client doesn't even know which team member they're speaking to because we are so united...because of Front. We are able to create Asana tasks directly from our Front inbox which saves some time. I am able to stay more organized and keep the cleanest inbox that I've ever had in my entire 20+ years of work experience. I can't believe that I could even live without Front before. I don't see how I can ever go back to the old way of just sending e-mails and losing the collaboration function that Front provides. One problem that many people have is tagging an e-mail as backup for a task or the like. With the permalink feature, we're now able to attach an e-mail string to any Asana task so that the we can quickly refer back to the e-mail without screenshots and the like. It's so much easier now to keep all of our information together without an overload of e-mail messages.
Pros
I love being able to comment to teammates and to create a client-specific e-mail for our clients to respond to in order for collaboration to be smoother and for communication to be shared. I like being able to share drafts with my team so that they can review and even send if needed. If my direct reports want an e-mail to come from me but want to be sure I say exactly what they want to be heard then they just type up the e-mail, share the draft and @mention me, I edit it, my signature automatically attaches and then I send the e-mail as if I had written it. It's actually quite brilliant instead of sending an e-mail to one person to review, you can share it and everyone can see the edits. I like how you can immediately see at the top the tags of whose folder you're in so that you don't have to search through the e-mail to realize where you may be or which client you're working with. I also like the feature that lets you know if one of your colleagues archive the message that you're currently looking at. It helps to know this so that you know whether or not you need to reply to the message or assume that they're still going to respond. I also love how we can snooze an e-mail until later so they don't junk up the inbox. I am usually terrible at just leaving my inbox full with unnecessary messages that I forget to get back to until it's too late. With Snooze, I now say goodbye for now and get it out of my mind completely and then am reminded of it at the appointed time.
Cons
I haven't really found anything that I don't like yet. One thing that may improve but is not a big deal is that tagging folders at the top right does not always work but if I drag the message to that folder then it does work. It would be nice if you could add an Asana task from Front without adding it to a project. For example, if it's a private task that I don't want shared with anyone else then I should either be able to make it private or not add it to a shared project. I was going to say that I would love to make reactions to the comments placed in Front but it appears that that option was added 18 hours ago so someone else beat me to the punch. It might be nice to have the option to add a follower to an e-mail thread but make it so that they cannot see any previous comments to when they were added. This would just make it so that you can share current information going forward but not include any past information that you may not have wanted to get into their hands. I'm sure Hillary would have loved that feature. One thing that I would love to add is an @mention to say something like @all or @everyone that tags everyone that is assigned or a follower to a particular e-mail comment thread.

- Industry: Consumer Electronics
- Company size: 1,001–5,000 Employees
- Used Weekly for 1+ year
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Review Source
Front, a must need in your business!
I strongly recommend using Front. Not only is the program / email-client very good, but the employees at Front are also equally capable. Through the e-mails they send and the experience I've had with their customer service, I noticed they really care about their program and what the consumer thinks of it. If you have any questions, they will answer it properly. If you have any suggestions, they will sincerely think about it.
Front has impacted my work, by making my work easily manageable. I can clearly see incoming e-mails being divided into different inboxes. Everyone can have different rights, so not everyone can see how cases are handled. Furthermore I can easily search my sent e-mails, even by using formula's such as ‘from:’ or ‘to:’, which makes searching older conversations or e-mails for bigger cases very easy. This can be very though in other e-mail clients.
I can conclude that my overall experience with Front is very good!
Pros
I like how everything is organized and therefore is easy to see. I can clearly see the divided inboxes on the left, making it easy to see how much work still needs to be done. Also, the e-mail conversations itself are shown like they are in e.g. iMessage or Whatsapp. This feels really familiar and makes it easy to read really long conversations.
Moreover, there are many settings, which can make the difference for various different users. For example, I use the 'Paste as text' setting, so everything I paste is stripped of its formatting. I know some of my colleagues dislike this, but I love it.
Furthermore, shortcuts are easy to learn and this makes it possible to work even faster.
Overall, I think Front feels very intuitive, it is easy to learn, and makes e-mailing a lot easier.
Cons
At the moment, there is but 1 thing I dislike. When you’ve just sent a new e-mail, it takes a while to show up in the ‘sent’ folder. We used to be able to see that immediately. Because of the way we work, we copy and paste the text of the sent e-mail in our other systems. This delay, especially when one sends many e-mails, is particularly annoying. This is the only minor thing I think can be improved.

- Industry: Consumer Services
- Company size: 5,001–10,000 Employees
- Used Weekly for 1-5 months
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Review Source
A Great Software to Communicate With Customers
Pros
I've used Zendesk for years, which is a really popular customer ticket support software, and this software is way better than it! The UI is already familiar as its set up like the main inbox to your Gmail or Outlook account and you can actually see when a customer has 'Seen' your message! The software has its own Desktop app unlike a lot of others, but I mostly use it through the web to sift through multiple tickets easily. A great benefit, as well, is how easily you can integrate other software into their plug in feature. So you can connect it with your business' Shopify, Salesforce, WhatsApp, Google drive and many many other apps! There's a comment section on each conversation that you can use to communicate with team members and because it's a true emailing software, you can CC and BCC other people on your customer's messages, if necessary. You can set a time limit for how long you have to cancel a sending response and you can create templates for canned responses/macros that you will have to use on a regular. It's a really great software and I wish I could use it for every email/ticket customer support role I'm ever in.
Cons
The only dislike I have is when I was first given access to it, I selected the option to log in with my work's Google account to make the process easier. I then realized that my work emails were actually coming into the main Front's inbox and all the other teams could see those messages. I found the option to turn off all personal incoming messages but I could not unlink my Google account from it so I can still see all my old messages in my inbox and have no way of removing them without them being deleted from my actual work account's email.
- Industry: Computer Software
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Front is amazing tool to manage your email
It's amazing overall. We saw email managed properly. Being a part of sales team email tracking is a bliss as it increases our productivity
Pros
Frot is amazing. The best feature is email tracking through which you can get the read receipt of the email. Also, the tagging feature is good and helpful where you can tag or assign your teammates on the email
Cons
The user interface is a bit complicated and difficult to use for the new user. Also, the mobile app tends to go slow sometime. Rest all is good
- Industry: Logistics & Supply Chain
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
A Shared Work Model DREAM!
Pros
My team uses Front daily for our customer communication, as well as internal communication. The ability to tag an internal user and comment on the threads without having to reply to the email is a game-changer when it comes to problem-solving and communication regarding more complex emails.
We used multiple inboxes, separated into different inbox groups, with different permissions. It was easy to track and manage despite having so many inboxes.
In a shared work model, the ability to assign emails to yourself or other members of the team was extremely useful, to ensure we were not doing double-work or responding to emails at the same time. On top of that, you would be able to see when a teammate was replying or typing under the email, which was a good way to know who was working on what.
Cons
Front tended to have quite a few outages and crashes that impacted our workflow heavily. Fortunately these were able to be resolved quickly and communication was reliable and fast! However, the number of times we experienced an outage was frustrating.
- Industry: Media Production
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Buggy and slow product, with lack of attention to detail
Ability to respond to and manage emails as a team.
Pros
I can share and comment on threads with the rest of my team. As an admin, I also have granular control over users' access permissions to email inboxes.
Cons
The disregard the little details over and over again in favor of new updates. The app (iOS especially) makes me wait a lot of times when it shouldn't, making it feel slow in stark contrast to other mail apps. Things don't load instantly. Contacts aren't cached. Their UI designers blatantly disregard Android / iOS / Mac / web design conventions (which are there for a reason) in favor of their own convoluted system. Their release notes are boring and they make me update my app even when it's perfectly usable (this condescending attitude is particularly annoying). Many of these small glitches have actually led to catastrophic disasters within my team like unwittingly sending followup emails ("sequences") to 200+ recipients. My advice to them: focus on stabilizing your current, buggy product rather than trying to introduce a million features that don't work 100%.
- Industry: Real Estate
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Great App for Team Management of Tickets and Emails from Various Sources
We're thrilled with our experience. Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful. The application itself functions as expected for our inbound sales team to manage hundreds of inquiries with Canned Responses, auto responses, Snooze + Follow up, tagging, and collaboration. Highly recommend the tool. We use Zendesk for our Customer Experience team (support). It is a very robust tool and we haven't evaluated fully what it would look like to move to Front App from Zendesk. The needs get very technical for huge customer support operations, so Front would probably be sufficient, but I haven't fully vetted that.
Pros
I love the customer support. The tool behaves as expected and has the requirements we need to manage a global set of 6 inbound sales teams, managing tickets that come from all of our property listing sites. It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management. Our company heavily relies on Front and is happy to do so!
Cons
The analytics are pretty good, but could use some more flexibility. There are a couple niche, specific limitations that we have that we have to build workarounds for. Honestly can't think of a major pain for our use case. It is a sales use case, not customer support. Very rare down time, and any issue is displayed for all to see and addressed quickly.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Front has allowed our company to save about a 5 to 1 ROI in time savings
Major time savings and better organization is the key benefit we get as well as being able to build our own custom plugins.
Pros
Front allows teams to work in a more organized flow with incoming emails. One of the ways we have been able to utilize Front has been to group all emails for specific teams into Team inboxes and then team members can take emails out of the queue and work to bring the box to zero. This has saved us a lot of time from trying to organize emails in outlook.
The main selling feature for us however was the ability to create a custom plugin in the panel on the right as well as pull data from the current conversation from the Front API that is well built. This allows us to customize our flow.
Front also has several default integrations some more useful than others. They seem to be growing at a large pace so you can expect to see major enhancements with the product in the future.
Cons
The price can be a little high per user and the Enterprise version doesn't seem to offer the kinds of benefits you would want to see for such a large price jump. There also seem to be some features on enterprise that feel like they should be one tier down like user roles and authorization.
- Industry: Automotive
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Nice Product!
My overall experience is , Chiefs at our organization guaranteed they had the option to accomplish 'inbox zero' out of the blue utilizing Front. The idea of allocating messages to individuals to activity has substituted the requirement for a different tagging framework.
Pros
It's really simple to utilize and consummate when working in group. It's fundamentally difficult to miss any email with this product and very pleasant the manner in which it seems as though when utilizing it consistently.
Cons
The schedule isn't great however is helpful when absolutely necessary. The contact highlight is shockingly ailing in usefulness contrasted and the remainder of the application. The examination reports could be more adaptable.
- Industry: Furniture
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
1-Year Review
Using Front has truly allowed me to take charge of my inbox! It has helped us communicate better between workers, as well as work more efficiently as a team to get the work done. Everything is open and available between each of us, so we can help each other and maximize the talents of one another in responding to the needs of our clients.
Pros
After a full year of using Front, the thing I find the most useful is the ease and efficiency of sorting and prioritizing my daily email. The ability to snooze, assign to another individual, or add quick notes about the email, along with the ability for others to see who is working on a reply, has made our efforts so much more efficient! Everything runs seamlessly and it has become second nature, very quickly.
Cons
There are still a few "glitches" when it comes to opening certain attachments, but I think that is always the issue with any email program. The only other issue is with the mobile app - it takes a few extra steps to modify email recipients, but it isn't that often that this has to happen.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Collaboration Made Easy!
I highly recommend Front for team-based customer service or support teams who can take advantage of shared drafts, comments, assigning threads, tags, and snoozing. Our team works with high customer ratios, mostly reactive but with some proactive outreach, and Front enables us to work collaboratively to drive customer success at scale in an efficient and cohesive manner.
Pros
As a member of an at-scale team-model customer success team, Front simplifies and streamlines collaboration by enabling transparency into what the rest of the team is working on and who they're speaking with, ease of use sharing threads and context among the team, insight into past customer communications, and robust integrations with G Suite and our CRM among other platforms. The Front team is consistently innovating on top of their existing functionality to continually make the platform more user-friendly and fun to use. I certainly enjoy the UI much more than working out of Gmail.
Cons
I prefer the web-app version of Front as opposed to the desktop app simply because I like having all my tools in one browser window, and I love the keyboard shortcuts that exist on the web app, but I know there are so many more on the desktop app that I would love to see enabled the web app. Other than that though I don't have too many complaints! Their product team is always responsive to feedback, and when I have a problem they are quick to address my concerns