GitHub Integration

Bring your support conversations and development workflow closer together. FrontDesk now connects directly with your GitHub repositories, letting you create issues, link pull requests, and keep status in sync, all without leaving your inbox.

Create Issues from Threads

Turn customer conversations into actionable work. When a thread needs engineering attention, create a GitHub issue directly from FrontDesk. The issue stays linked to the original thread, so context is never lost and your team always knows where a request came from.

Link Pull Requests

Track progress from customer issues to fixes. Link pull requests to threads and see development status right alongside customer conversations. When a PR lands, everyone involved, from customers to support and engineering, stays in the loop.

Status Sync

Keep both sides of your workflow aligned. When an issue is closed on GitHub, the linked thread updates automatically. No manual status changes, no forgotten follow-ups, just smooth handoffs from code to customer.

Slack Integration

Meet your customers where they already are. The new Slack integration brings FrontDesk into your Slack workspace, syncing threads and replies in real-time.

Set up a dedicated Slack channel for support threads, and every new conversation flows into FrontDesk. Replies sync both ways, respond from FrontDesk or Slack, and the conversation stays unified. Your team can collaborate naturally without switching tools.

Other Improvements

• Discord Mentions: Messages from Discord now properly display user, role, and channel mentions, no more raw IDs cluttering your threads.
• Portal Link Toggles: Choose whether to send portal links when new threads are created in Discord or Slack, giving you control over how customers interact with your support.
• Smarter Avatars: When team members reply through Discord or Slack, their profile pictures now appear alongside messages for a more personal touch.
• UI Refinements: Buttons, dialogs, and comboboxes have been polished for a smoother, more consistent experience throughout the app.
• Performance Improvements: GitHub data caching and improved fetch logic mean faster load times when working with issues and pull requests.

Public Support Portal Overhaul

The support portal just got a major upgrade. What was once a simple way to view threads has evolved into a complete customer support experience — your customers can now create new conversations, reply to existing ones, and track everything in a redesigned interface.

Your community links, like your Discord server invite, are now accessible next to the "Create Thread" button, right where it makes sense.

Creating Threads

Your customers no longer need to rely on external channels to reach you. Directly from your public support portal, they can now start a new conversation with full context — title, description, and any relevant details. The thread creation experience is clean and focused, designed to reduce friction and help customers get the help they need faster.

Combined with the new in-portal authentication system, returning customers stay logged in and can pick up right where they left off. No more juggling email links or losing track of past conversations.

Replying to Threads

Conversations are now two-way. Customers can reply to threads directly from the portal, keeping the entire discussion in one place. Every reply syncs instantly with your FrontDesk inbox and any connected integrations like Discord, so your whole community and team always remain connected.

Labels

Organize your support threads with labels. Create custom labels in your workspace settings, assign them to threads, and filter your inbox to focus on what matters. Labels appear throughout the app — in thread lists, thread details, and the properties sidebar — with consistent, color-coded badges.

Status Updates

Threads now track status changes as updates — every time a thread moves from open to in progress, or gets resolved, it's logged and visible. Your team can see the full history in the internal thread view, and customers can follow along on the public portal. No more wondering what happened or when — the timeline tells the story.

Keyboard Shortcuts

For power users who prefer to keep their hands on the keyboard, we've introduced keybinds throughout the app. Navigate between threads, update properties, and manage your inbox without reaching for the mouse. Input fields are automatically isolated, so shortcuts won't interfere while you're typing.

Other Improvements

• Discord Portal Links: When a thread is created through Discord, we now send a direct link to the portal thread — making it easy for customers to continue the conversation in either place.
• Improved Onboarding: New users are now prompted to enable integrations during setup, helping teams get connected from day one.
• Better Billing: Subscription and seat management has been simplified under the hood for a smoother experience.
• Enhanced Security: Portal authentication now uses proper CSRF protection for safer customer sessions.

Introducing the FrontDesk Widget

We're excited to announce the FrontDesk Widget — a powerful way to bring customer support directly into your application. Your customers can now create threads, view their conversation history, and get real-time updates without ever leaving your product.

You can also add resource links to guide your customers — point them to documentation, FAQs, or your community. Resources can open external links or display custom content directly inside the widget, giving you flexibility to surface help before a conversation even starts.

The widget is fully customizable, mobile-responsive, and works seamlessly with your existing FrontDesk setup. Simply install the @front-desk/widget package, add your public API key, and you're ready to go. Check out our widget documentation to get started.

Thread Deletion & Archive

A new moderation tool to keep your support queue focused on what matters. Delete spam, test messages, or conversations that shouldn't have been created in the first place. Deleted threads are moved to a dedicated archive for 30 days, where you can review or restore them if needed.

Other Improvements

• API Key Management: A brand new API Keys screen in organization settings makes it easy to create and manage your integration keys.
• Enhanced Public Portal: Thread properties are now visible on the public support portal, giving your customers more context about their requests.
• Better Page Titles: Improved page titles across the app for easier navigation and better browser tab management.
• Account Controls: New logout buttons and email display in onboarding forms for a smoother user experience.
• SEO Enhancements: We've added sitemap support to improve discoverability.
• Documentation: New docs covering API keys and widget setup are now available.