Take control of service quality with AI: Smart QA & ticketing for modern support leaders

The stakes for customer support leaders are higher than ever: customers expect seamless, tailored service to their unique needs — and they want it in an instant. Achieving this balance at scale requires more than just adding headcount.

Modern support leaders need innovative, intuitive tools that empower their teams to deliver exceptional service — not clunky, legacy ticketing systems that hold them back. New ticketing features in Front are here to help support leaders start 2025 strong: 

• Custom ticket statuses: Create custom ticket statuses that map to your unique processes

• Resolution report: Improve processes and plan headcount with out-of-the-box ticketing resolution analytics

• Customer portal: Give your customers a one-stop-shop to submit and track tickets

And coming this Spring, Smart QA will accelerate time-consuming manual QA processes with AI, giving support leaders a complete view of agent performance, without the need for manual ticket-by-ticket reviews. Incorporating Idiomatic’s expertise in AI and voice-of-customer analytics, this is the first release in our innovative AI insights roadmap to help support leaders not only manage ticketing workflows with ease, but deeply understand performance and quality across their team.

Read on to learn how Front’s new ticketing features and AI-powered insights will help catapult your team into the future of exceptional customer support.

Resolve tickets efficiently and transparently with customer portal

Giving customers real-time visibility into their inquiries and increasing accountability on service quality can go a long way in earning their trust. 

With the new customer portal, now in open beta, customers have a convenient way to track their requests on their own, reducing unnecessary back-and-forth with your team. After you set up the portal, customers can submit inquiries and see the full conversation history with your support team. Every time an agent responds, customers will be notified instantly of the latest updates. Seamlessly integrated into Front, your customer portal makes it easy for your team to manage tickets at scale, while delivering a smooth self-serve experience for your customers.

Introducing Smart QA: Automate service quality reviews instantly with AI 

It’s time to make AI work for support teams, enabling leaders to put the person back into personalized service. Let AI handle the tasks it’s best at: data processing, recognizing patterns, and applying simple logic at scale. Meanwhile, your team gets valuable time back to focus on customers and their needs. 

Smart QA gives support leaders AI-powered, auto-generated scorecards to reduce manual ticket audits for increased QA process efficiency. Because each ticket is automatically scored you get instant insights on service quality for a faster agent feedback loop, without the tedious reviews.

Automating your QA process doesn’t have to mean giving up control over how you define and measure service quality though. With Smart QA, you can customize your scorecard based on what service metrics your business tracks. Select the right criteria for every type of customer inquiry from our extensive library of metrics, like tone, professionalism, and personalization. Let AI handle the heavy lifting of comprehensive ticket reviews, so you can dig into the tickets or guide agents that need more assistance.

And with Smart QA, support leaders get comprehensive visibility into service quality. The traditional QA process of auditing a handful of conversations gives an incomplete — and potentially inaccurate — view of agent performance. Smart QA provides coverage on closed tickets across channels and filterable Internal Quality Service (IQS) reports to help track and understand team performance and service quality over time.

New ticketing features for unmatched control over your workflows

Ticketing gives support leaders granular control over their workflows in Front, and now it’s even more powerful with custom ticket statuses. Create statuses tailored to your unique processes, ensuring better organization and visibility. Custom statuses also enable more precise automation and SLA enforcement, allowing you to trigger rules and macros based on the exact stage of the conversation. Gain greater efficiency, smoother operations, and the confidence that every inquiry is handled. 

Custom statuses are currently available at the company level. Soon, you’ll be able to set different custom statuses per workspace, enabling different teams and departments to set up the custom statuses they need for their processes.

With the new Resolution report, you can access out-of-the-box ticketing resolution metrics to identify trends, improve workflows, and plan resources effectively. With metrics like first reply time, handle time, waiting time, and more, you can uncover opportunities to boost team efficiency and deliver faster resolutions, giving you complete control of your support processes.  

Elevate your customer service in 2025 with Front 

These features mark a major step forward for support leaders to achieve a balance of quality, speed, and efficiency. With unmatched visibility, tailored workflows, and AI-powered automation, you’ll have everything you need to scale operations and deliver exceptional customer experiences.

Here’s how you can get started using these new features: 

• Customer portal is in open beta for Front customers on the latest Growth plans and above. Learn more.

• Custom ticket statuses are available for Front customers on all latest plans. Learn more.

• The Resolution report is available for Front customers on the latest Growth plans and above. Learn more. 

• Smart QA will be available as a plan add-on in Spring 2025. Get on the waitlist.