Helpdesk

Fidiora + Front

Short answer

Fidiora answers the repetitive questions before they reach Front, so the shared inbox holds the conversations that genuinely need a person. Escalations arrive as normal Front conversations with the transcript attached, and your team's collaboration workflow is unchanged.

Front is chosen because several teams need to work the same customer threads. That value is diluted when the inbox fills with routine questions that no internal discussion improves. Fidiora removes that volume by answering from your own content, so the threads that reach Front are the ones where collaboration between support, account management, and operations actually adds something. Front stays the place relationships are managed rather than the place routine questions queue.

Published September 10, 2026 · Reviewed by the Fidiora team

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Front is a collaborative inbox that keeps the feel of email while adding assignment, internal discussion, and workflow, used by teams where support, sales, and operations share customer threads.

Use Cases

What you can do with
Fidiora and Front

Keep routine questions out of a collaborative inbox

Preserve internal discussion for threads that genuinely need it

Cover off-hours so overnight volume does not pile into the morning

Route escalations with the full transcript for context

Capture buying intent from support threads and route it onward

How to connect

Fidiora connects through standard methods like API, webhooks, or your automation tool.

Connect your help content

Fidiora grounds answers in your published documentation and any content you connect.

Define escalation conditions

Set when a conversation should become a Front conversation, by request, by confidence, by topic, or by customer tier.

Preserve your workflow

Escalations arrive in Front with the conversation attached, so assignment, internal comments, and rules work exactly as they do now.

FAQ

Questions

Does this replace Front?

No. Front stays your shared inbox and Fidiora handles the questions that never needed a shared inbox in the first place.

Will this interfere with internal comments and assignment?

No. Escalated conversations arrive as normal Front conversations, so your rules, assignment, and internal discussion work unchanged.

Can it capture sales signals from support threads?

Yes. Fidiora can recognise buying intent in a support conversation and route it with the context attached, which matters particularly for teams where sales works the same inbox.