Front

Front is a help desk built on a shared inbox, for B2B teams in support, sales, operations and account management. Sold per seat, with AI tools as add-ons.

Front gives B2B customer teams one workspace for the email, chat and SMS conversations their accounts send, with each thread visible to every colleague who shares it. Hard customer problems often need support, account management and sales on the same thread, and that coordination is the job Front was built for. Customers receive each answer as an ordinary one-to-one message, while agents handle it as a ticket behind the scenes. FrontApp, Inc., a San Francisco company that began building it in 2013, makes and sells it. The shared inbox holds views, assignments, tags, templates and snoozed messages, and its ticketing system runs on every channel type. Rules, macros and AI triage sort and route new tickets, and SLA timers set through rules surface breaches in analytics. Agents see when a teammate is already replying, share drafts and discuss cases in internal comments the customer never sees. Requesters follow their tickets in a customer portal, and a knowledge base handles self-service questions. Copilot drafts replies and summarizes requests from past conversations and help content, while Autopilot takes on customer work as an omnichannel AI agent. Front is designed for B2B companies where support, operations, inbound sales, account management and customer success all serve the same accounts. It suits teams that prefer ticketing inside an inbox they already know over a forms-first portal as the main agent screen. Small groups answering one channel fit, and so do larger organisations that need custom roles, single sign-on, SCIM provisioning and several workspaces. Teams leaving Zendesk, Help Scout, Freshdesk, Intercom or Kustomer have migration tools for the switch. Requests reaching a shared support address are tagged and assigned by rules before an agent opens them. Account owners see Salesforce or HubSpot data in the agent view, which also connects to Slack, Jira and Asana for teams outside support. Smart CSAT estimates how satisfied a customer is without sending a survey. Agents away from a desk keep the inbox with them in the iOS and Android apps. Its everyday job is the customer question that needs more than one team before it can be closed.