Packed with features

Everything a growing business needs to delight customers in an easy to use package

Help Desk

Unlimited Inboxes
Manage all your inboxes and teams within a single account.
Looks Like Email
Your customers never see a ticket number and never have to log into anything. To them, it's just email.
Private Notes
Collaborate with your team by sharing private notes on a ticket.
Labels
Organize and categorize tickets with labels. Do more faster by combining labels with triggers and smart folders.
Smart Folders
Create custom request queues based on labels, state, assignee, etc. No refresh required, they update in real time!
Customer Profiles
Add customer notes, see communication history or even access data loaded in from your internal systems.. all without leaving the ticket!
Customer History
Recent tickets are right on the customer profile. Everything you've ever said to a customer is one click away.
Track Phone Calls
Track phone calls as separate tickets alongside emails to manage a unified communication history.
Custom Sidebar Apps
Display data retrieved from your internal systems on customer profiles.
Triggers
Automatically run actions when certain conditions are met. Easily route incoming emails.
Keyboard Shortcuts
Get more done faster with smart keyboard shortcuts.
Assignment
Delegate tickets to the best person on the team for the request.
Bulk Actions
Make changes to multiple tickets in a single shot.
Canned Responses
Answer common questions faster with canned responses. They can even be personalized with the customer's name!
Collision Detection
Real time alerts ensure you never step on each other's toes.
Phone and Tablet Support
Mobile optimized web interface to work with tickets on the go.
Auto Replies
Acknowledge receipt of a request or let the customer know if they've emailed outside of business hours.
Activity History
View a complete timeline of a ticket to find out who assigned a ticket, when it was put on hold, etc.
Forward to third party
Collaborate with an external team by forwarding a ticket. Replies to the forwarded tickets are linked back to the original ticket.
Email Notifications
Get notified by email when a ticket is assigned to you or the customer replies to a ticket. Quickly send a response by replying directly to the notification.
Forward Emails To Enchant
Emails forwarded by users to Enchant are automatically converted to tickets linked to the original sender.
Automatic Drafts
Everything you type in a reply is automatically saved as a draft. Start a reply while on your phone, finish it on your desktop.
Email Signatures
Include customs signatures with logos and names.
Attachments
Upload attachments while replying to tickets. Easily view or download attachments for inbound emails.
Redact Text
Remove sensitive information like passwords and credit card numbers.
Merge Tickets
Merge tickets from the same customer into a single ticket.
Split Tickets
Split a ticket into multiple tickets that can be tracked separately.
Macros
Use macros to perform multiple actions with a single click.
User Permissions
Control access to inbox and admin functionality.
Text Formatting
Format with replies and notes with bold, italic, named links, etc.
Advanced Search
Quickly slice n' dice through your entire history of tickets.
Custom SMTP
Configure email to be sent through your email servers to have full control over deliverability.
Auto BCC
Automatically BCC all outgoing emails to a specified address.
Webhooks
Send notifications to your systems when activity happens in Enchant.
Developer API
Export your data or customize Enchant to fit your business.
Twitter Dashboard
Monitor @mentions or important searches. Even reply to tweets without ever leaving Enchant.
Integrations
Ready to go integrations with apps and services you already love.
Spam Filtering
Automatically filter out email spam.

Knowledge Base

Multiple Sites
Setup multiple knowledge base sites, each with their own set of articles.
Phone and Tablet Support
Knowledge base sites are optimized to handle visitors from tablets and phones.
Multi-level organization
Organize knowledge base articles into categories and sections.
Custom Branding
Completely customize the site's CSS and add branded headers or logos.
Custom Domain
Host the knowledge base on your own domain. eg: help.your-domain.com
Internal Categories
Manage team documentation by marking an entire category as internal.
Article Drafts
Collaborate on new articles as drafts before publishing.
Search
A search box on the knowledge base sites makes it easy for customers to find what they're looking for.
Website Integration
Embed a knowledge base app directly on your website. Your customers can search the knowledge base, read articles or send you an email.

Messenger

Multiple Messengers
Setup mutiple messengers in a single account, each pointing to a different team or configured for a different website.
Customization
Customize the color theme or create a custom click-to-chat button.
Transfer Chats
Transfer chats to a team member or to a different department.
Transcripts
Transcripts are automatically emailed to customers and also archived as a ticket.
Dynamic User Availability
If nobody on your team is available for chat, the chat app can be automatically hidden or a contact form displayed.
Chat Followups
The customer or the user can reply to the chat transcript to continue the conversation where it left off.
Customer Profiles
Add customer notes, see communication history or even access data loaded in from your internal systems.. all without leaving the chat!
Customer History
Recent tickets are right on the customer profile. Everything you've ever said to a customer is one click away.
Custom Sidebar Apps
Display data retrieved from your internal systems on customer profiles.
Multiple Users
Multiple users can join a chat at the same time and help the customer together.
Connect a Knowledge Base
Connect a knowledge base to a messenger. Once connected, the customer can search the knowledge base, start a chat or send you an email, all from a single app embedded on your site.
Spy On Chats
Managers are able to watch chats in progress.

Reports

Advanced Filtering
Limit which tickets are used for calculations.
Volume Trends
Understand when ticket volumes are the highest.
Volume Breakdowns
Identify top labels, canned responses, triggers or macros.
Label Color Distribution
Give your labels meaningful colors and use them to identify trends.
Ticket Lookups
View which tickets are contributing to a section of the reports.
Response Times
Track the time it's taking to respond to customers.
First Response Times
Track the time it's taking for the first response to the customer.
Resolution Times
Track the time it's taking to resolve tickets.
First Response Resolutions
View the percentage of tickets resolved on first response.
Activity Reports
See when the team is most active.
User Reports
Track responses, resolutions & activity for each user on the team.