Creating a ticket number experience in Front

If you're transitioning from a traditional help desk solution to Front, your customers may be accustomed to using Ticket IDs as references. In this article, we'll review how you can create similar experiences for your customers using Front's Conversation ID.

Here's a link to a Loom video walkthrough.


Teammates can hold down and type ShiftO to open Front's conversation search box, where they can easily drop any Conversation ID to navigate to it quickly.


With this option, you will create a rule to send an automatic reply whenever a new conversation is created. The automatic reply will include Front's Conversation ID, which is similar in concept to the Ticket # offered through traditional help desk solutions.

Step 1

Navigate to your Setting > Responses (under the Company section) > Add a canned response.

Step 2

Write your auto-response message and use Front's dynamic variable to include the Conversation ID. You can include the Conversation ID in both the body and the subject line of the message. Note: The subject line in the canned response will replace the original email subject line.

To use the dynamic variable just type {{ and select {{conversation.public_id}}. Here's an example of an auto-reply. 


With this option, you can update your signature to include a short sentence referencing the Conversation ID.

Step 1

Navigate to your Settings > My Signature (or Signatures under the company if you want to create a team signature) > Select your signature.

Step 2

Update your signature to include the Conversation. To use the dynamic variable just type {{ and select {{conversation.public_id}}. Here's an example of a signature:

This is how it will show up in your composer:


With this option, you will leverage Front's API to create a ticket number experience for your users by creating a team rule to send all new inbound messages to a webhook, or external endpoint to be processed. This webhook will be created by your development team or Zapier, depending on the direction you go down. We'll also want to ensure the rule only applies to every conversation once when the first message is received.  I will be using Zapier to demonstrate how you can accomplish this.

Step 1

Create a webhook in Zapier: Create a new Zap > select Webhooks from Zapier and set the Trigger Event to Catch Hook. Copy the produced custom webhook URL. 

 Step 2

Create a tag that we can use to identify conversations that have received a Conversation ID. You can create a tag by going to your Settings > Tag > Create new tag. I've created a sample tag called "Convo ID".

Step 3

Create a team rule by going to your Settings > Rules > Create a new rule. You'll want to update the WHEN to just include Inbound message. In the IF section, this is where you should select the inboxes you want to apply the ticket experience to, as well as add a condition that states the conversation does not have tag "Convo ID" or whatever tag name you created in Step 2. In the THEN section, you'll want to select Send to webhook and paste the webhook URL you copied from Step 1, and include a step to add the "Convo ID" tag to the conversation, ensuring this rule won't apply to this conversation again.

I've included a rule for you to reference below.  Step 4

Back in Zapier, create a second step. This step will use Front's API to append the Conversation ID to the existing subject line and send an auto-response back to the recipient.

Again, choose Webhooks by Zapier and select the Custom Request action event. You'll want to set the method to POST and the URL to https://api2.frontapp.com/conversations/{{conversation_ID}}/messages. Make sure the {{conversation_ID}} is set up as a dynamic variable, pulling from the initial Catch hook. Click the menu+plus icon to the right of the URL to select the dynamic variable you want to pull into your URL.

Next, you'll want to update the Data and Headers to look like this. To add additional data to your auto-response, please reference Front's message API endpoint. To create your Authorization token, follow the instructions here

{
    "sender_name": "Front Support Team",
    "subject": "{{81253527__conversation__subject}} - Ticket [{{81254261__output}}]",
    "body": "Hi, <br><br> This is an automated message to let you know we have recieved your request. For future reference, your Ticket ID is [{{81254261__output}}]. You will hear from us shortly! <br><br> Thank you, <br> Front Support Team "
}

Once you've created these two steps, save your Zap and send a message to your inbox to test the ticket workflow you've created. If you have any questions, please reach out to support@frontapp.com.

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