Best for — Customer Support
•
Medium
Who is Front best for?
Quick fit guide: Who is Front best for, who should avoid it, and what typically forces a switch.
Sources linked — see verification below.
Freshness & verification
Best use cases for Front
- Agencies and ops teams managing client email/SMS/social in shared inboxes
- B2B account and customer success with multi-touch, high-context conversations
- Teams where collaborative commenting and drafts matter more than ticket queues
- Inbound sales and support blended; one inbox for leads and support
- Professional services with client communication across channels
- Teams wanting conversation-centric UX over ticket-centric Zendesk/Freshdesk
Who should avoid Front?
- Traditional ticket-queue workflows; Zendesk/Freshdesk built for that
- E-commerce with order lookup—Gorgias native
- Chat-first, AI deflection—Intercom's Fin and chat UX stronger
- Budget-conscious; Growth $59/seat + AI add-ons = $79–99/seat
- Single-channel (email-only) at scale; Help Scout or Zoho Desk cheaper
- Need mature SLA policies and breach tracking—Front's ticketing lighter
Upgrade triggers for Front
- Need omnichannel (multi-channel)—Starter to Growth ($19 → $59/seat)
- Outgrow Starter seat limits—Growth allows more seats
- Need more than 10 (Starter) or 20 (Growth) automation rules—Scale or Premier unlimited
- AI Copilot, Smart QA, Smart CSAT—add-ons or Premier included
- Multiple workspaces beyond limits—Premier unlimited
- API rate limits—$200 per 100 req/min increase
Sources & verification
Pricing and behavioral information comes from public documentation and structured research. When information is incomplete or volatile, we prefer to say so rather than guess.