Yes, SLAs (Service Level Agreements) work the same with ticketing as it does with conversations today. You can set SLA timers with rules and track SLA breaches in analytics. SLA timers will not reset when conversations reopen after being in Waiting or Resolved.

Ticketing is included on all current Starter plans and above. See our pricing page for full details about our plan types.

You can create rules and one-click macros with ticket statuses to automate your team’s processes. For example, you can set up a rule to move Open/Waiting conversations to another inbox, or a create macro for agents to resolve and reply to a commonly asked question. Learn more about how to automate your ticket workflows.

Yes, you can collect and measure customer satisfaction, or CSAT, just like with any other conversation in Front. Learn more about CSAT.

Your messages will look like native messages for that channel. There will be no ticket formatting exposed to the customer, making it feel like a 1:1 conversation.

We have a Zendesk import tool available at no additional cost. We also recommend Help Desk Migration (a partner that specializes in migrations) to import your history into Front from tools like Help Scout, Freshdesk, Intercom, or Kustomer.

A ticketing system is a tool that helps support and service teams manage, track, and resolve customer inquiries by converting requests from channels like email, chat, or social into organized “tickets” that can be prioritized and assigned to agents. It centralizes all support requests so teams can monitor progress, streamline workflows, and ensure issues are resolved efficiently and consistently.
Unlike traditional help desk software solutions, Front is a modern customer service platform that centralizes emails, live chat, SMS, and social media messages into actionable conversations. With intelligent automation and built-in collaboration, Front simplifies ticket management by automatically categorizing, prioritizing, and routing messages, while tracking every request across custom statuses that reflect your unique workflows — so your team can scale support without sacrificing personalized service.

Front’s customer service platform maintains the familiar, high-touch feel of a personal email. Customers receive what looks like a 1:1 message from a real person, which builds stronger relationships and increases satisfaction.
Unlike traditional ticket management tools that often silo communication and require external chat apps for internal discussion, Front integrates collaboration directly into the conversation. Teammates can use internal @mentions and comments on any message thread to coordinate on a response without the customer ever seeing the "behind-the-scenes" work. This eliminates the need for messy CCs, BCCs, or external forwarded chains.