Preparing for the conversation stages deprecation

On October 8, 2024, Front introduced ticketing features to give teams greater control over the status of their conversations. This new functionality is designed to streamline the management of conversations, allowing for more efficient tracking and organization.

Ticket statuses offer all the features from conversation stages, and more. They are customizable and measure the time spent in each status out of the box.

Ticket statuses and conversation stages map to each other as follows: 

The deprecation date is still TBD but you will be notified at least one month in advance. We recommend switching to ticketing as soon as possible for the optimal experience.

Moving forward, all metrics based on resolution will stop populating. If ticketing is activated after conversation stages are deprecated, the data for the missing days won't be retrieved.

Metrics affected: Resolved conversations, Unresolved conversations, Resolution time, Replies to resolution, and Resolved on first reply. No other metric is impacted.

As soon as you enable ticket statuses on all inboxes where you want to measure resolution metrics, you should delete your conversation stages rules. Otherwise, they will be automatically deleted when conversation stages are deprecated.

Please follow the steps described in this article.

Your historical data is still accessible in Front. All past conversations keep their resolution history, even if the resolution was triggered by a conversation stages rule. If a past conversation was resolved by both the conversation stages rules and a ticketing status update, we use the resolution from the conversation stage to calculate related metrics.