Joel Thibault
Customer Support Manager · 201-1000
1 review written · 4.0 average
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Reviews by Joel Thibault
★★★★★
Five years of daily use and Front is still the backbone of how my support department runs. The shared inbox model, the tagging, the rule-based routing, all of it holds up at scale. What I keep bumping into, though, are the edge cases. Custom rule logic starts to break down when you have overlapping conditions and sequences that depend on timing. I've had rules fire out of order in ways I couldn't reproduce, which makes troubleshooting a real guessing game. Snooze behavior on threaded conversations also gets weird when multiple teammates touch the same ticket before the snooze fires.
None of that is a dealbreaker after half a decade. Their support team has been genuinely helpful when I escalate, even if the product itself doesn't always surface why something misbehaved. For any mid-size team evaluating this, just go in knowing that the further you push the automation, the more you'll discover its rough edges. The core experience is excellent. The limits show up when you're really trying to build something intricate.
