# Page 3 | Front Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is Front the right Customer Service solution for you? Explore 286 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/132901/Front/reviews --- Front 4.5 (286) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 3 - Reviews of Front ## Showing most helpful reviews Showing 51-75 of 286 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer SDR Manager Computer Software Used the software for: 2+ years ### "Front is amazing tool to manage your email " May 25, 2022 5.0 It's amazing overall. We saw email managed properly. Being a part of sales team email tracking is a bliss as it increases our productivity Pros Frot is amazing. The best feature is email tracking through which you can get the read receipt of the email. Also, the tagging feature is good and helpful where you can tag or assign your teammates on the email Cons The user interface is a bit complicated and difficult to use for the new user. Also, the mobile app tends to go slow sometime. Rest all is good Review Source Carlos Mario S. Team Leader For Latin America Import and Export Used the software for: 6-12 months ### "Switch to Front and you don't have to Cc anymore! " March 10, 2020 5.0 Overall, Front is awesome! It has multiple options and features to make your life easier. You can create "tags" to your e-mails and archive them in the same folder. You can also "snooze" an e-mail for a particular day & time so you won't forget about it. There is something I really like and it is the feature "new discussion" in which you can select your teammates, discussion topic, add comments rather than sending a regular e-mail (this will help you to avoid hundreds of e-mail for the same discussion) Pros What I like the most about Front is that I don't have to use Cc option on e-mails anymore. Front has a lot of great options and one of them is called "mention" Let's say a customer writes to you and you are not the correct contact person for that e-mail: with our previous electronic mail supplier we had to go over it and write something like "I'm copying Karen here who will help you out with your request" and copy Karen's name on Cc space. But with Front now we just need to "assign" that e-mail to the right coworker and it'll disappear from you inbox. Then it'll go automatically to the right person and he or she will reply from it (without customer seeing too many e-mail redirectioning to the correct party) Cons There is something I haven't found on Front and it is the option called "recall message". When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it Review Source LL Lauren L. Senior Operations Coordinator Logistics and Supply Chain Used the software for: 2+ years ### "A Shared Work Model DREAM!" September 25, 2020 5.0 Pros My team uses Front daily for our customer communication, as well as internal communication. The ability to tag an internal user and comment on the threads without having to reply to the email is a game-changer when it comes to problem-solving and communication regarding more complex emails. We used multiple inboxes, separated into different inbox groups, with different permissions. It was easy to track and manage despite having so many inboxes. In a shared work model, the ability to assign emails to yourself or other members of the team was extremely useful, to ensure we were not doing double-work or responding to emails at the same time. On top of that, you would be able to see when a teammate was replying or typing under the email, which was a good way to know who was working on what. Cons Front tended to have quite a few outages and crashes that impacted our workflow heavily. Fortunately these were able to be resolved quickly and communication was reliable and fast! However, the number of times we experienced an outage was frustrating. Review Source Patricio M. CEO - Co Founder Outsourcing/Offshoring Used the software for: 1-2 years ### "If you can afford it, get it." September 11, 2021 5.0 We use it mainly to communicate things in between the team but it help us specially to handle issues which require the attention of many members of our team. Like I said before, it saves us those 2 minute calls or at least miscommunication issues that can make you not deliver to your customer. Pros How simple is to communicate and handle issues between our customers and our team. It just saves you a lot of time, specially those unnecessary "2 minute calls". Cons It might be a little expensive, specially if you are just starting or at least the opportunity cost might be quite high compared with some other tools you might want to have (Regardless the department). Review Source AB Arielle B. Head of Customer Success Insurance Used the software for: Less than 6 months ### "Love Front- Would Recommend" August 19, 2020 5.0 Great experience. Sales Rep was educated, nice, responsive and a pleasure to work with. Then the product was easy to use and solved what we needed. Pros It is incredibly easy to use. We transitioned to this from HubSpot support and we were concerned about a learning curve, it is about as basic and intuitive as it comes. We budgeted 2 weeks to implement and it took us less than 2 days to transfer everything over and learn how to use it for its core functions. Cons I may be doing this incorrectly- but the Slack integration doesn't always work correctly. I think it would've been helpful in the integrations section to have a troubleshooting guide if it doesn't work. For us we filled out all fields and appropriate slack channels but the messages were not sent there. (Again could be our error) Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Front As part of our product offering, we send emails from our client's email domain to appear as it is from them. With these integrations, Zendesk's product was unable to support the configuration but Front was able to. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) HubSpot was AWFUL! I am so passionate about this. We had several situations with HubSpot where emails were sent to the wrong individuals with support tickets, the site crashed completely, and it was inconvenient that they did not have a mobile app. We got a Customer Success Representative at HubSpot assigned to us and they "follow-ed up" on the bugs and were never fixed. Eventually she ghosted us. Switching to front was the best thing that could've happened to us. Review Source David D. Owner Consumer Services Used the software for: 6-12 months ### "Great product with a few annoying things" August 9, 2022 5.0 Overall great product, really happy with the exception of the email nesting Pros Easy to use - actually integrates well and completely replaces all other email managers. Unlike Zendesk or similar products; emails you send from Front are actually sent from your email address, not a weird routing domain like yourcompany.zendesk.com Cons When multiple emails come in on the same day with the same title (e.g., two customers respond to the same automated email they got), Front will nest them together as if they are one thread. This causes problems with the customer support team because sometimes they forget / don't know they need to scroll up to respond individually to each nested email. Pretty annoying and error prone Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Freshdesk was not easy to use, wouldn't send messages directly from email, and there were lots of errors in the features I was using Review Source JL Joyce L. Lead Product Manager Internet Used the software for: 2+ years ### "Best email collaboration software" September 3, 2020 5.0 Pros Our support team first migrated over to Front from a traditional ticketing software a couple of years ago, and we were blown away by how easy it was to use. We've since added other use cases and teams to Front, and most of our team members also use it as their main email client for their personal work emails. I also personally love the ability to automate parts of our workflow using Zapier and the Front API — it's a real game-changer. Cons There have been significant price increases over the last few years since we've started using the software. While we'd like to have more team members using Front, the pricing is just not feasible for us at this point. The other small thing would be very specific missing features we would love to see that just aren't supported at the moment. But that's totally understandable as our use case may not be very common. Review Source VR Verified Reviewer Client Services Team Lead Computer Software Used the software for: 6-12 months ### "The absolute worst customer support I have ever experienced" January 29, 2019 2.0 The only reason we haven't left already is that we've invested too much time building a system in Front. Pros Pretty accessible to learn up front, but they are not communicative at all about the updates they release. Cons Front pays very little attention to user experience, as evidenced by the fact that they did not give users the option to opt of their Front 2.0 release. Our company's workflow was based heavily on the layout of Front's original version, and they gave zero warning about the enormous changes that were coming with 2.0. Additionally, their customer support team is an absolute joke. They consistently refuse to look into reported issues with even minor effort, and will often straight up tell members of my team that they are wrong about reported bugs rather than offer assistance. When one of my team members gave a front representative a poor review with detailed feedback in response to how he handled a bug report, the front rep actually gave my colleague a 1 star review in reply. Not a great way to run a company at all, especially considering that we are paying customers. Review Source Response from Front January 31, 2019 Hi there, we appreciate you taking the time to share your feedback with us, and we're really sorry to hear you are having a poor experience with Front. That is absolutely not what we strive for. If you would like to send your thoughts to team@frontapp.com, we'll be more than happy to take a look again and hopefully resolve your issues. Thanks for your patience! Elle D. Company Owner Design Used the software for: 1-2 years ### "A must for businesses with delivery drivers!" February 2, 2024 5.0 The experience is positive. It's easy to set up and use. We use it on a daily basis to allocate and track orders Pros Being able to auto-import our orders and then allocate them to a delivery driver is really simple and easy within Front. Cons I haven't seen any downsides to using Front at this time. Review Source Response from Front February 6, 2024 We're glad your experience has been positive and that you're seeing a ton of value in easily assigning orders to drivers. Thank you for taking the time to share your feedback! NB Nick B. Sales Operations Real Estate Used the software for: 6-12 months ### "Great App for Team Management of Tickets and Emails from Various Sources" August 17, 2020 5.0 We're thrilled with our experience. Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful. The application itself functions as expected for our inbound sales team to manage hundreds of inquiries with Canned Responses, auto responses, Snooze + Follow up, tagging, and collaboration. Highly recommend the tool. We use Zendesk for our Customer Experience team (support). It is a very robust tool and we haven't evaluated fully what it would look like to move to Front App from Zendesk. The needs get very technical for huge customer support operations, so Front would probably be sufficient, but I haven't fully vetted that. Pros I love the customer support. The tool behaves as expected and has the requirements we need to manage a global set of 6 inbound sales teams, managing tickets that come from all of our property listing sites. It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management. Our company heavily relies on Front and is happy to do so! Cons The analytics are pretty good, but could use some more flexibility. There are a couple niche, specific limitations that we have that we have to build workarounds for. Honestly can't think of a major pain for our use case. It is a sales use case, not customer support. Very rare down time, and any issue is displayed for all to see and addressed quickly. Review Source AH Arthur H. Customer Care Manager Wholesale Used the software for: 2+ years ### "Game-Changer" January 17, 2023 5.0 This product caused me to uninstall outlook from my computer. Efficient, easy to use product with great tools that are huge timesavers. Pros Delegation of emails in the inbox. Snoozing orders to reopen when they need to be dispatched. Merging multiple emails when silly people reply to an email by using a new thread or merging order confirmation emails with customer queries. Cons Inability to track statistics with Power Bi - there is a limit on the API. You pay by plan not by usage. The calendar doesn't have a scheduling assistant like Outlook does. Review Source David D. ceo Financial Services Used the software for: 2+ years ### "excellent app for mail and teams" January 30, 2023 5.0 Pros very easy to transfer mail and add internal comments on them. This app is done for BtoC startup that want to manage lots of daily mails from customers.More over it's very easy to integrate other products through Apis Cons a bit expensive, but the value added is very high. Should have better prices for small companies Alternatives considered [Gmail](https://www.capterra.com/p/202338/Gmail/) Review Source JW Jamie W. Director Events Services Used the software for: 6-12 months ### "Great Software!" January 18, 2023 5.0 Using front has helped us massively to provide even better customer service. Being able to locate and assign emails to team members speeds up the process, and gives us a professional look. Pros The whole package front offer is fantastic. It's easy to use and set up. The rules allow us to assign certain emails to team members, send auto replies and move emails to other inboxes. The templates are great, this saves us time in writing the same type of emails. Cons The app lacks the Calendar feature, so if we're out and about, we're unable to check the calendar. Switched from [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) Front offer many more features to help us operate email management better Review Source AT Alexis T. Data Migration Manager Computer Software Used the software for: 2+ years ### "I love Front" September 24, 2022 5.0 I love Front and I never want to stop using it. Pros I love being able to tag coworkers on emails instead of forwarding it to them. Cons I wish threads were more customizable... merging certain ones together that wouldn't necessary give you the option to merge normally. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) To better manage group tasks collaboratively. Review Source VR Verified Reviewer Key Account Manager Information Technology and Services Used the software for: 2+ years ### "Front is the best Shared Inbox for collaborative customer support" December 18, 2019 5.0 Front truly is a dynamic tool for teams looking to improve their internal workflows for external-facing communications. There is some fantastic automation that is built into the platform that has helped streamline and build in consistency for external client-facing communication. Pros My favorite functionality would be the collaborative chat tools amongst team members for email threads. Its an amazing tool. Cons The thing I struggled the most to adapt to was the Tags functionality. It is not something we use daily but had a slight learning curve for me and my team. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) I was just beginning as an employee when this switch happened so I am not certain as to why. I know we were looking for a more collaborative tool which we found in Front App. Review Source KA Kyle A. Operations Manager Retail Used the software for: 6-12 months ### "Perfect tool for Team Collaboration of Emails" December 1, 2022 5.0 Pros The ability for our teams to collab on group inboxes. We previously used Gmail and it was a pain for multiple users to access one account and work together. Cons We haven't found many features Front doesn't have. There's one situation where supervisors are unable to fully access team members inboxes due to privacy settings on Fronts side, but it's an understandable short-coming. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/)[Olark](https://www.capterra.com/p/125957/Olark/) We needed more features for collaboration of our teams. Review Source VR Verified Reviewer System Engineer Computer Software Used the software for: 6-12 months ### "Front has allowed our company to save about a 5 to 1 ROI in time savings" July 10, 2018 5.0 Major time savings and better organization is the key benefit we get as well as being able to build our own custom plugins. Pros Front allows teams to work in a more organized flow with incoming emails. One of the ways we have been able to utilize Front has been to group all emails for specific teams into Team inboxes and then team members can take emails out of the queue and work to bring the box to zero. This has saved us a lot of time from trying to organize emails in outlook. The main selling feature for us however was the ability to create a custom plugin in the panel on the right as well as pull data from the current conversation from the Front API that is well built. This allows us to customize our flow. Front also has several default integrations some more useful than others. They seem to be growing at a large pace so you can expect to see major enhancements with the product in the future. Cons The price can be a little high per user and the Enterprise version doesn't seem to offer the kinds of benefits you would want to see for such a large price jump. There also seem to be some features on enterprise that feel like they should be one tier down like user roles and authorization. Review Source JE Jaime E. Jefe Airlines/Aviation Used the software for: 2+ years ### "Poor customer support. Phone support non existent." May 23, 2023 1.0 Frustrating and time-wasting. It breaks my workflow when I need to waste time finding emails. Pros internal comment and sharing between teams Cons Emails simply disappear from the inbox, from the archive box, from the sent box, the search function is useless, can't find the emails.Can not organize and archive emails in folders. everything is a huge pile of emails. if the search function does not work and gives you a result, you have to waste huge amounts of time scrolling through the huge pile of emails in the archived box. No undo function!!!! Review Source CAC Cheryl Ann C. Customer Service Representative Staffing and Recruiting Used the software for: Less than 6 months ### "The New Front-tier of Remote Working" December 20, 2022 5.0 My overall experience with Front is it allows you work efficiently, keep in touch with your team at all times and overall just allows you work faster.Personally, I believe it is a great tool to have for any organization because of the integrations and features it offers. Pros Front looks like a regular email with upgrades which includes the followingArchive: This is used instead of deleting in case to need it again you can do a searchOpen: This is where your emails that needs to be handled are kept. Whether or not they are read or unreadAssigned: My favorite, once an email is assigned to you, you must handle it. You are able to assign task or tickets to yourself or unassigned as well.Snooze is another good one. This is like a parking lot. You can leave a ticket here and pick it up tomorrowOther things I like about Front are, It allows you to integrate your personal and work emails in one place and offers the option for personal inbox, team inboxes and the ability to assign a conversation. Front even gives you the option to add your companies plugins. Cons As a user, I honestly can't think of anything that's missing right now. It's a great tool. Review Source VR Verified Reviewer Consultant Automotive Used the software for: 1-2 years ### "Nice Product!" August 15, 2021 5.0 My overall experience is , Chiefs at our organization guaranteed they had the option to accomplish 'inbox zero' out of the blue utilizing Front. The idea of allocating messages to individuals to activity has substituted the requirement for a different tagging framework. Pros It's really simple to utilize and consummate when working in group. It's fundamentally difficult to miss any email with this product and very pleasant the manner in which it seems as though when utilizing it consistently. Cons The schedule isn't great however is helpful when absolutely necessary. The contact highlight is shockingly ailing in usefulness contrasted and the remainder of the application. The examination reports could be more adaptable. Review Source PF Patrick F. Application Engineer Building Materials Used the software for: 6-12 months ### "Best Email Client To Date" August 12, 2020 5.0 Front allows me to involve team members in an email chain using the comments feature, without informing the client or unrelated individuals. This makes distance working easier as we can collaborate on a topic or ask for assistance quickly. Pros Easy inbox management, use of the archive feature and snooze allows you to delay not important emails, or to clean up emails awaiting replies. Tags allow easy sorting of various tasks and topic related emails into one place. Cons When viewing a discussion on the mobile app, it takes you from the start of the discussion, rather than the most recent message, which is a pain for internal conversations between multiple employees on a topic. the search feature is implemented well, but needs some work with regards to discussions. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) Easier management of email workload Review Source TA Treavor A. Sales/Marketing Manager Furniture Used the software for: 1-2 years ### "1-Year Review" March 31, 2020 5.0 Using Front has truly allowed me to take charge of my inbox! It has helped us communicate better between workers, as well as work more efficiently as a team to get the work done. Everything is open and available between each of us, so we can help each other and maximize the talents of one another in responding to the needs of our clients. Pros After a full year of using Front, the thing I find the most useful is the ease and efficiency of sorting and prioritizing my daily email. The ability to snooze, assign to another individual, or add quick notes about the email, along with the ability for others to see who is working on a reply, has made our efforts so much more efficient! Everything runs seamlessly and it has become second nature, very quickly. Cons There are still a few "glitches" when it comes to opening certain attachments, but I think that is always the issue with any email program. The only other issue is with the mobile app - it takes a few extra steps to modify email recipients, but it isn't that often that this has to happen. Reason for choosing Front When we selected Front, I had only evaluated a few other products (sorry, I really can't recall what those products were...they made no impression on me...all just variations of the same things). Front was a significant difference in how they approach the management of email and the tools they provided were easy to implement and adapt. Review Source AG Adam G. Director of the board Furniture Used the software for: 2+ years ### "Great software, hard to be without" April 22, 2020 5.0 Pros The best part of Front is that it only adds a layer on top of already existing things, such as an e-mail inbox. Other helpdesk software systems tend to be built around their own database structures and add e-mail on top of that instead. The approach that Front uses also means that if one were to ever leave Front, every single correspondence with customers is still sitting in your e-mail account (s). Cons There's not really anything I've ever disliked about the software. My pet peeve is that they've raised the prices quite dramatically over the last years. I'm disappointed that software creators these days seem to lure customers in with low prices to build their base and then raise the prices once they have a big enough customer base. But all in all, the software in itself is great. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Front Because Front uses a completely approach which I think is a much more logical one, especially for a company like hours where each "ticket" or correspondence is usually resolved quickly. Review Source JM Jake M. Customer Success Manager Information Technology and Services Used the software for: 1-2 years ### "Collaboration Made Easy!" February 23, 2020 5.0 I highly recommend Front for team-based customer service or support teams who can take advantage of shared drafts, comments, assigning threads, tags, and snoozing. Our team works with high customer ratios, mostly reactive but with some proactive outreach, and Front enables us to work collaboratively to drive customer success at scale in an efficient and cohesive manner. Pros As a member of an at-scale team-model customer success team, Front simplifies and streamlines collaboration by enabling transparency into what the rest of the team is working on and who they're speaking with, ease of use sharing threads and context among the team, insight into past customer communications, and robust integrations with G Suite and our CRM among other platforms. The Front team is consistently innovating on top of their existing functionality to continually make the platform more user-friendly and fun to use. I certainly enjoy the UI much more than working out of Gmail. Cons I prefer the web-app version of Front as opposed to the desktop app simply because I like having all my tools in one browser window, and I love the keyboard shortcuts that exist on the web app, but I know there are so many more on the desktop app that I would love to see enabled the web app. Other than that though I don't have too many complaints! Their product team is always responsive to feedback, and when I have a problem they are quick to address my concerns Review Source Marjolaine L. Co-founder Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Best email software ever" March 12, 2020 5.0 We have a shared inbox and we had trouble to avoid double answers and we had to forward the emails to each other or CC them on our replies so they could get informed of a conversation Pros Sharing emails without having to forward them, being able to have internal conversations within an email, plenty of integrations Cons When I need to speak to all the team, I have to create a discussion and add them all, one by one. I'd rather have the possibility to @team within an email or a discussion to make sure they are all included. I also whish we could find a slack inbox where we could find all the channels we have and avoid having to switch between the two softwares. Switched from [Missive](https://www.capterra.com/p/152884/Missive/) Missive product is very good although, we were missing integrations such as website hat, Intercom, Trello, Guru and Aircall Review Source Talk to a Capterra advisor for free and get results within 15 minutes.