Front Reviews 294

They trick you into hidden fine print auto renewal contract . Be careful

Read till the end for a FRONT alternative!!! OK - been a front customer for over 2 years. I love the software - I love the customer support (best support I've dealt with, they actually read and reply without using generic scripts - one of my pet peeves) - BUT this company is getting INCREDIBLY greedy with their product. I've been searching for something for the last 9 months that can replace Front however most of them charge per user and at a minimum of $20 USD and then cap it as soon as you go over 3 users without having to spend double the money because you have more agents only then to be locked out of features without going up to an even higher plan unless your spending $105 per AGENT per month. I've just discovered - Safaridesk and the pricing and the features are extremely affordable to Front - however it's no where near as comprehensive as front but if you just need Ticketing / Shared inbox features / assignment features this is an absolute amazing alternative. They are based in the US and they actually have a phone number on their website, FRONT - doesn't matter how much you spend - don't want to talk to you over the phone. I literally called up and spoke to the owner and he walked me through the application. I'm really passionate about telling others about this product where currently most products thrive on Greed and want to lock you into high cost plans. Safaridesk is by far the best FRONT alternative that I have seen and while I will continue to use front for myself because of the rules I have in place (I'll use it just for My account - but have my agents use Safari desk. I do this by creating a tag in front to forward an email on - and then get the UNIQUE forwarding email address in safari desk - so that every time i tag that ticket, it is sent to a unique email address which automatically assigns to the user I want it to. I was not paid for this review or in anyway affiliated with this Safari Desk - but please let them know that you saw my review if you indeed check them out. Reviews are one thing - but what good is a review if people dont share the alternative products that they are migrating to!

Garbage company. Paying thousands a year only to have them remove the TRASH button to look "clean" ... Overpriced, adding junk AI features nobody asked for but then they gaslight you after removing the most simple of features. Find something else. Glad their rating is so low.

Once you've used them for a while you're heavily locked into Front due to how the emails are handled and stored on their servers. If you setup a lot of integrations then it's very difficult to leave and setup somewhere else. They have you trapped.

I would strongly advise caution before signing up.

We were encouraged to commit to an annual contract paid upfront. Unfortunately, we experienced ongoing issues throughout our time using the platform, including emails not being received, delays in delivery, and features that did not perform as expected in practice.

These problems began impacting our client relationships and day-to-day operations. When we requested to cancel due to the operational disruption, we were informed that no refunds would be provided under any circumstances, despite the issues we had raised.

Our experience was extremely frustrating and ultimately led us to move back to a more reliable solution.

I would recommend thoroughly testing the system and carefully reviewing contract terms before committing.

If I could give a -5 I would. Thanks to Freakin' Front, I've lost countless emails from my customers which went undelivered. Here is how Claude diagnosed the problem. Front uses Proofpoint for email processing, and when you connected the shared mailbox to Front, it routed mail through Proofpoint's servers — and Proofpoint has marked your email as invalid in its configuration. Thank you so much for the massive screw up. I'm gonna file a chargeback with my bank for such a destructive service, you seriously deserve to be sued.

Front changed its Outlook integration so that it is no longer a true two-way sync.

Emails are pulled into Front, but actions taken in Front such as reading, archiving, deleting, or tagging do not sync back to Outlook. This leaves shared and personal Outlook mailboxes full of unread emails that have already been dealt with, creating confusion, duplicated work, and inbox overload.

For any team where some users work in Front and others work directly in Outlook, this completely breaks the purpose of a shared inbox. Once our account was migrated to this behaviour, it was obvious within days that the product was no longer usable for our setup.

Front confirmed the change was permanent and refused early termination, relying entirely on contract terms rather than acknowledging the real-world impact of the change.

How Front could improve:
• Be explicit that Outlook sync is one-way only
• Don’t market this as a sync when actions don’t flow back
• Offer flexibility when core functionality is removed mid-contract

We’ve since moved to Missive, which handles this properly and costs significantly less.

Currently purchasers of this software (Admins) are able to add Seats for additional users anytime, but unable to reduce the number of Seats in Front during an annual term.

Please allow Admins to reduce the number of Seats in Front during an annual term.

This request has also been made via email to Customer Support and via an Enhancement Request ticket. Thank You!

After using Front for six years and paying €12,000 per year, it has become clear that the company is only proactive when it comes to payments or pushing upgrades. The pricing model is no longer competitive, and the level of customer support falls short of expectations.

There are now plenty of alternative solutions on the market that offer a better pricing structure, features, and far superior support. If Front continues on this trajectory, I don’t see a promising future for the company.

Predatory pricing that lures in small businesses and absolutely bends them over as they grow. Do not make the mistake of committing to this company.

Our company spends $40,000 per year for front - and front does NOT offer ANY phone support.

Their "search" functionality only halfway works (emails only, not "Discussion") and you have to @ tag everyone for them to get notifications.

Poorly planned application that costs WAY too much money.

I'll do my best to make sure no one uses this app in the future.

Customer service is almost non-existent. Cannot get anyone on the phone or to screenshare for initial setup of email channels and inboxes. Every few days someone will send a link to cryptic instructions on their website.

We've been using Front for a while, but mainly because "we ended up randomly trying it". However, an issue we're now facing prompted me leave a review as I am frankly over their bs.

The issue we are now facing is related to the company credit card having been updated; which resulted in their latest charge to be unsuccessful. I have since updated the card and their latest invoice is paid; yet all our access is still blocked. We are unable to reply to emails and keep seeing a red banner "Account Blocked. Pay invoice".

I am not sure how long we'll need to wait for this to get resolved, but I thought this was a good time to now leave a review and also start the process of moving to another software.

To summarize the experience with Front: You are overpaying for things many other softwares offer for free, and get absolutely nothing you can't do in gmail for example.

We currently pay $87 for 2 users to simply view and reply to emails in Front. I find $43.5 per user already absurd to manage emails, and the crazy part is that you get access to absolutely none of their "Features" for paying this.

Even their "Ai stuff" cost $0.70 per resolution, which is complete nonsense.

To provide some context: we pay more for Front per user than we pay for things like our project management software (which we love and have been using for years) or ChatGpt entreprise.

For AI: many software that include AI responses, resolution, etc have close to unlimited usage for a fixed fee of for example $20/month.

But Front, seems to want to squeeze every single $ out of every single little thing to maximize their profit. You could add some minor, but super useful features like summarizing a conversation after X messages or writing draft email responses for agents to review and then send with a small AI model like some ChatGpt mini for less than $1 a month on all emails.

Additionally: I tested out their "Ai" feature once on 3 emails and it is absolute trash.

Another issue we've been dealing with for the longest time is that Front "Limits" the file size for files sent in an email thread. So if you sent a couple of files in an email, Front won't let you add any other files unless you "Pay extra" for their premium plan.

What kind of nonsense is this??? All email software allow you to add an unlimited amount of files per email thread. And there is a free feature for all email providers and Front has absolutely no costs to this lol...

Isn't it already enough that we pay you over $40 per agent to just view and reply to emails?

And for the rest, again: there is absolutely nothing in Front you can't do in gmail for example. We've been paying for this crap for way too long and it would have been justifiable if at least we where getting something for it but we'll now work on moving to another solution.

Front's core product is genuinely excellent and has transformed how our team collaborates. The platform has allowed us to work in a much more cohesive and unified manner, which was exactly what we needed. When it comes to actual functionality and team productivity, Front delivers exceptionally well.

However, I'm increasingly concerned about the company's business decisions and priorities. There seems to be a pattern of making changes that prioritise profit over user experience, often implementing "change for the sake of change" rather than addressing real user needs.

The recent UI redesign is a perfect example. While I'm not as opposed to the new design as some users have been, it felt unnecessary when there are so many more pressing improvements that could have been made. Resources spent on cosmetic changes could have been better invested in features that actually enhance functionality.

More troubling is the latest round of price increases. Front has once again raised their prices while simultaneously removing features - specifically, they've eliminated the "unified inbox" functionality if you use more than one communication channel. This means you can no longer have combined phone/email/SMS support without paying significantly more. This feels particularly frustrating given that unified communications was one of Front's key selling points.

The product itself remains strong, and our team continues to benefit from its core functionality. However, I'm genuinely worried about Front's future direction. The combination of frequent price increases and feature restrictions suggests a focus on short-term profit maximization rather than long-term customer value.

If you're considering Front, the product works well, but be prepared for ongoing price increases and potential feature limitations as the company continues to adjust its pricing strategy.

The new interface that you are forced to use is not streamlined and efficiency went out the window. Everything blends in together and the search tool is not as conveniently located; you will need to exit out one too many times. The tag option is one too many clicks.

The new UI is unusable. It has massively slowed down our work processes and decreased our productivity. It is visually illegible whether you choose dark or light mode - hard to tell which emails are unread, categories are now combined, tagging emails requires an extra click, search is hidden, etc. I had no issues with the previous UI but this version is horrid.

Changed the whole user interface - horrid design. They supposedly had thousands of people give great feedback saying they wanted the UI to look different

it's unworkable in its current form

oh - and also they've just raised the product by $5 to pay for the engineers who designed this software who have never used it themselves

Their latest update on desktop is useless! It updates itself without notifying you and doesn't let you to get back. Annoyinnnnng!

When I turn my phone sideways, it won't let me attack the enemy.You need to fix that problem.That problem is the reason for like many times i've died because of it it's annoying, it keeps on gonna be kiland then sometime.
S when I try to get in a gang it just kicks me from the whole website fix your game

Good product in theory, made massively worse (harder and slower to use) with the "new improved" inbox.

Mercenary company when it comes to jacking up pricing too.