Frontline Mobile App – SurveySparrow

The SurveySparrow Frontline Mobile App features a simple, intuitive interface built for both frontline employees and executives. While it supports general ticket handling, its primary focus is on Customer Experience (CX) tickets helping organizations close the loop on customer feedback and drive effective service recovery.

Frontline employees can manage tickets directly from their mobile devices whether they're on the shop floor, in the field, or working remotely. Executives, on the other hand, gain mobile access to their dashboards, allowing them to monitor CX performance and take timely action, even while on the move.

Whether resolving issues in real-time or reviewing metrics in a meeting, the app keeps everyone connected, informed, and responsive.

Let’s look at an example to understand better about Frontline Mobile App.

A customer of a popular consumer electronics brand receives a defective smartwatch and shares negative feedback through a post-purchase survey, rating the experience poorly. The response is logged as a CX ticket, signalling a drop in satisfaction and the need for quick resolution.

With a high volume of customer feedback coming in daily, it becomes difficult for the support team to spot and prioritize such critical issues. The store associate who assisted the customer is on the shop floor and away from a desktop, making it harder to follow up immediately.

Executives monitoring CX performance also lack visibility into specific ticket-level feedback in real time.

If not acted upon quickly, this situation could lead to delayed responses, increasing customer frustration and the risk of losing trust in the brand. Without quick visibility and immediate action, a simple issue could escalate into a bigger problem.

In such cases, the Frontline Mobile App can help by:

Sending push notifications to frontline employees and executives for real-time alerts on high-priority tickets.
Allowing agents to update ticket statuses and add internal; notes directly from their mobile devices.
Providing agents the ability to communicate with customers promptly through the app.
Allowing executives to monitor dashboards anytime, anywhere without needing a desktop.
Providing the ability to assign and reassign tickets to the right team members quickly.
Offering powerful search and filter options to help prioritize important tickets easily.

How to Navigate through the Frontline Mobile App

Installation

Go to the App Store or Google Play Store and install the Frontline Mobile App.
You can also use these direct links:

Android
IoS

All Tickets Page

When you open the app, you’ll see the All Tickets page with a list of all tickets and also see new tickets as they come.

You’ll find filters to help you organize your tickets. These include quick filters like Overdue tickets, Due Soon tickets, and Unread tickets. You can also create your own filters based on things like priority, status, or source.
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There’s also a search bar at the top where you can look for specific tickets by ticket ID, subject or requestor name.

Inbox

Tap the Inbox icon at the top left. Here, you can find a list of views.

Tickets assigned to you: These are tickets specifically assigned to you for action or follow-up.
Unassigned tickets: Tickets that haven’t been assigned to anyone yet and may need to be picked up by a team member.
Mentions: Tickets where you’ve been directly mentioned or tagged, so you can quickly find and respond to them.
Trash: This is where deleted tickets are stored.
Custom Views: Create and save your own filtered ticket lists based on criteria you choose, for quick and personalized access.

Profile & Navigation
At the top right, tap your Profile icon.

Here you’ll find:

Insights: This takes you to dashboards designed for executives to track key performance metrics and business insights.

Tickets: This shows the default ticket list with all created tickets and tickets overview dashboard.

Swipe Actions

You can set up swipe gestures on tickets to perform actions quickly:

For swipe left you can configure to perform actions like reply to a ticket. Swipe right to prioritize a ticket
You’ll be able to choose from a list of available actions and assign them to left or right swipe to speed up your workflow.

Profile Settings

Within your profile, you can:

Update your name and profile picture.

Change your password for account security.

Set preferences to receive push notifications for ticket updates and responses.
Adjust your time zone to match your working hours.

Account Settings

Under Account Settings, you can sign out from the app securely.

Ticket Capabilities

When you open a ticket, you'll find several useful tools and details to manage it effectively:

At the top of the ticket: You will see the Resolution Overdue time, which depends on the SLA set for that ticket.
You’ll also see the channel (e.g., survey or call) through which the ticket was raised, along with the requestor’s description of the issue.

Actions at the bottom of the Ticket: You will have the options to reply, call, forward the ticket and set details about the ticket

Reply to the customer: You can respond directly and add internal notes for team collaboration. Wing AI can also help you refine or modify your replies.
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Call the requestor: If the requestor has shared a phone number, you can call them directly from the app. Tapping this will take you to your dialer.

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Forward ticket: Forward the ticket to another agent, team, or manager. Simply select the recipients and tap send.
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Set ticket details: Update ticket fields such as status, priority, source and custom fields, and assign it to a specific agent or team.

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Top Bar Options:
Click on the bar above to access the following:

Activity Log: View all actions taken on the ticket, including updates and changes.

SLA Details: See the SLA rules applied to the ticket. These help determine the dues for the ticket.
Requestor Profile: Access full details of the requestor, including their name, phone number (if available), account creation date, and the total number of tickets they’ve raised.

Using the three dots on the top right of the ticket, you can delete the ticket or share it through other available channels.

Overview

In the Overview section, you'll find a ticket overview dashboard that gives you a snapshot of your support performance.

Once you navigate to Overview, you’ll be able to see key metrics such as number of overdue tickets, number of open tickets, average first response time, and more.

The dashboard also includes charts that help you track trends, performance, and patterns over time.

You can apply filters to customize your view and get more focused insights:

Time range: View data from the last 30 days, 90 days, 6 months, or past year
Teams & Agents: Filter data by specific teams or individual agents
Additional filters: You can also filter by Ticket, Survey, or Review

For a better understanding of how filtering works, you can refer to the Ticket Filtering article.

Using the three dots to delete the particular ticket and also share.

Activity

The Activity section shows all recent updates on the ticket, including internal notes, replies from the team, and customer responses. This gives you a complete view of everything that’s happened on the ticket.

You can filter the view by:

Replies: Shows all communication exchanged with the customer, including responses from your team.
Mentions: Displays any internal notes or comments where you’ve been tagged.
Unread: Helps you quickly catch up by showing only the updates you haven’t viewed yet.

That's all about Frontline Mobile App.
Feel free to reach out to our community if you have any questions.

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