The Front Integration
In this article:
- I just received a response—why am I not seeing a new ticket in Front?
- Can I trigger Templates surveys based on activity in Front?
Suggested next article: Core Training & Certification
Front integration overview
Delighted’s Front integration will sync responses to your contacts in Front and automatically create tickets in Front once survey responses are received. You can configure the rules for creating the ticket, ensuring tickets are only created for specific responses. All tickets created by Delighted will be automatically addressed to the survey respondent, helping to streamline your closed loop processes.
Setting up the Front integration
- Head to the Integration page and choose Front.
- Click “Connect to Front.”
- You’ll be redirected to Front. Authorize Delighted access when prompted.
- You’ll be redirected back to Delighted.
- Click “Add a new rule” and add conditions for creating Front tickets.
- Optional: Check the box to “Sync Delighted responses with contacts in Front” to sync scores to matching contacts in Front (matched via email address).
- Click “Save & turn on.”
Viewing a synced ticket in Front
When tickets are created by the Delighted-Front integration, they’ll appear as normal conversations in your Dashboard with the subject line “A survey you took for [project name].” The full message will show the score, comment, and other response information as a note on the ticket (not visible to customers when you respond).
I just received a response—why am I not seeing a new ticket in Front?
By default, we include a 10-minute delay between a response being received in Templates and a ticket being created in Front. This delay ensures that respondents have adequate time to leave comments before syncing responses over to Front.
Beyond this delay, the most common reason a ticket might not be created is because of the conditions for ticket creation. For example, if your Front integration uses the rule, “Only promoters who comment,” then no tickets will be created unless the response meets that exact specification.
We also require that the Front Inbox you’re triggering to have at least one Channel. For more information about Channels in Front, see their help center article on the topic.
Be sure to check your rules and recent responses to see if there are any eligible responses that should create a case. If it looks like there are eligible responses that didn’t trigger a survey, let us know and we’ll take a look!
Can I trigger Templates surveys based on activity in Front?
Front offers an invite-only option to connect with Zapier, a workflow automation tool that allows you to create connections between Delighted and Front, triggering surveys based on key events in Front.