Contacting Front’s Support team

If you need help troubleshooting an issue, finding a specific help article, and more, Front’s Support team is happy to assist you! 

Common requests include: 

• General product education and product inquiries

• Debugging and troubleshooting Front features

• Data export requests

Click the chat icon at the bottom right of Front’s Help Center to quickly find answers by chatting with AI. If AI can’t answer your question, you can provide your email address to create a ticket with a summary of the conversation. A member of Front’s Support team will follow up via email as soon as they can.

When working with Front’s Support team, please provide as much information as possible in your request. You may be asked for the following information to help our team find answers for you faster.

The conversation ID is helpful in most cases - it helps us look up that conversation in our admin tools and check associated information. For privacy purposes, we are not able to access any information in your account without an ID provided. You will need to click on the three-dot menu at the top of the conversation and copy the conversation ID:

A message ID is helpful when you are experiencing issues with a specific message. It is particularly useful when you are working with a long conversation thread containing many messages. You can access a message ID by clicking the three-dot menu in the top right corner of a specific message:

Your Support representative may request the name of the inbox or channel you need assistance with. This will help us quickly identify any problems caused by permissions, or issues with the channel itself.

When reporting issues that are specific to one teammate, let us know the name or login email address for that teammate. 

You may have rules that are not working as intended, in which case our Support team can help troubleshoot. When you reach out, please include the name of the rule as well as a conversation ID or message ID where the rule did not work as intended. 

If you don't submit this information, our Support team will likely request it from you. This will help us quickly identify why the criteria of a rule may have not been met and whether or not there are any conflicts in the rule.

If your activity does not appear to be reflected properly in analytics, our Support team may request a full events export for the timeframe in which the activity occurred. The full events export captures multiple types of activity within Front and data fields about each activity. This provides us with critical information to investigate and resolve issues. 

If you're experiencing unexpected behavior or receiving error messages, sharing screenshots or screen recordings of the issue in action is very helpful! It can help clearly describe the issue you are experiencing to your Support representative, and often help them quickly identify the cause of the issue.

Front doesn't currently offer phone support, but please don’t take this the wrong way! We’d love to help you. We don't have a phone support line since the nature of the tool requires us to first collect information and investigate before we have an answer for you (oftentimes escalating to our engineers), which is a process that does not lend well to live escalations.

We’ve found that starting with email enables us to provide knowledgeable answers much faster. 

At Front, we pride ourselves in our efficiency without sacrificing quality, so we ask that you only submit your request one time. This will help us work through the request as quickly as possible without needing to look in different threads for context if another Support representative has already started work on it or responded. 

If you have reason to believe we did not receive your message, feel free to follow up.