I’ve used front at Heap for about three years. I’ve been extremely happy with their direction over the years. It started as a seemingly simple shared inbox. Wh

I’ve used front at Heap for about three years. I’ve been extremely happy with their direction over the years. It started as a seemingly simple shared inbox. What attracted me also was the hot key setup was the same as gmail. This made switching from a rather hardcore gmail config to Front really easy. At the time I predicted we’d outgrow it when we hit 10 people but we haven’t yet and the thing that will likely cause us to outgrow it are our customers. The main thing that Front is missing for me, and it’s ok if they don’t service my specific needs, is a lack of ability to easily automate things based on information in either: our webapp, or our salesforce accounts/opportunities. Being able to route conversations automatically based on external stuff we don’t have in front yet is becoming essential. In fairness, if we had the resources we could implement a lot of this ourselves with their API, so it’s not even a very strong complaint against front. The app is electron I believe, but it’s bloody fast. I care about my teams productivity and happiness a lot more than bells and whistles and Front is a pleasure to use day in and day out. I’ve sent something like 30000 emails in the past three years with Front (I know because Front also provides decent analytics!) and have never been frustrated because of Front. The same was not true for Zendesk, Desk, Helpscout, etc...