One of the biggest challenges of a fast growing business? Scaling support operations without sacrificing service quality. Front’s latest release helps teams do just that. With new workforce management tools, a redesigned Help Center hub, and powerful admin features for managing at scale, Front gives you everything you need to support more customers, more efficiently.
Unlike typical platforms that rely on tacked-on acquisitions or clunky integrations, these features are built natively into Front. No juggling interfaces. No chasing vendors. Just a complete, intuitive suite of tools built to support your growing business.
Here’s what’s new this month:
Workforce management: Plan shifts, manage time off, and balance workloads automatically. With real-time visibility and conversation auto-assignment, your team stays covered and ready to deliver great service, every time.
Streamline self-serve support in the new Help Center hub: Enable your customer portal, knowledge base, Support Report, and chat widget in one flexible, easy-to-enable experience.
Admin tools for managing at scale: From flexible ticket statuses per inbox to detailed audit logs, these updates give support leaders the control they need to scale without the chaos.
Scaling support doesn’t have to mean sacrificing speed, service quality, or visibility. With Front, your team can meet rising customer expectations while staying efficient, aligned, and in control.
Introducing Workforce Management for optimized shift and capacity planning
Fast response times were the top priority for over 4,500 customers we surveyed, but inefficient staffing during peak periods often gets in the way. Coming soon, Front’s Workforce Management tools will enable teams to easily plan shifts, manage time off, and automatically balance workloads. Support leaders get real-time visibility into staffing to ensure the right teammates are covering the right queues.
Effortlessly customize recurring shifts that align with your support structure
Create flexible, recurring shift schedules tailored to your unique channel mix and staffing needs. You can now define the inboxes, teammates, timeframes and cadence for each shift and set specific staffing requirements for each inbox to ensure proper coverage. Automatically routing conversations based on shift schedules and workloads, preventing burnout and improving productivity.
Keep schedules up to date with Google Calendar syncs
Give teammates full visibility into their upcoming shifts with an improved teammate schedule view. And when team members need time off or their Google Calendar gets updated? It’s all managed and synced in the same place, giving you a complete and up-to-date picture of your team’s availability.
Get complete staffing visibility and stay ahead of coverage gaps
With Front’s Workforce Management, you get complete oversight into your team’s schedules with new filterable timeline schedule views with coverage gap alerts so you can quickly address upcoming shortages before they impact your customers.
Workforce Management will soon be available as an add-on for Growth and Scale plans. Join the waitlist today to get an exclusive first look at Front’s workforce management capabilities.
Launch self-serve support faster with the new Help Center
Self-serve support is one of the fastest ways to scale without adding headcount—and it’s what customers want. In fact, 64% say they wish companies offered more robust self-service options, according to our recent survey.
Front’s Help Center hub makes it easy to meet those expectations. Now, teams can enable their customer portal, knowledge base, Support Report, and chat widget from the Help Center hub, making it easier than ever to quickly launch all the tools you need to deliver stellar self-serve support. Plus, you can easily customize the look and feel to match your company’s colors and branding.
Plus, with the latest updates to Front’s customer portal, you can customize request forms to capture the exact information you need from customers, control how statuses appear to give customers visibility into their requests, and launch a standalone portal without needing to create a knowledge base.
Scale your support operations with the latest admin tools
As your support team grows, so do your support operations. Front’s latest admin and ticketing tools give admins the tools they need for flexible workflows, clear oversight, and scalable processes.
Custom ticket statuses per inbox: Create different ticket status groups for different teams. Learn more.
Bulk reply: Send out one message to multiple users experiencing the same issue, such as a bug or outage. Learn more.
Auto-close: Automatically close a ticket or conversation after a certain period of time (and prevent it from being reopened) for more accurate resolution analytics. Learn more.
Admin audit log: See who made changes, what was updated, and when across settings, teammates, inboxes, and more. Learn more.
Resolution time goals: Create a rule that tracks how long it takes to resolve or archive a conversation, helping teams meet their resolution goals. Learn more.
Deliver exceptional service at the speed of growth
Whether you’re staffing across time zones, rolling out a new portal, or juggling multiple support workflows, Front gives you the tools to scale with confidence. These updates are designed to help you move faster, stay aligned, and deliver consistently high-quality service at any stage.
Ready to get started today? Here’s how:
Workforce Management will be available soon — keep an eye out for the announcement, and join the waitlist today to get an exclusive first look.
Help Center is available now to Front customers on all latest plans. Learn more.
Customer portal is available now to Front customers on the latest Growth plan and above. Learn more.
Written by Front Team