Unlimited Inboxes
Manage all your inboxes and teams within a single account.
Omnichannel Conversations
Looks Like Email
For email conversations, your customers never see a ticket number and never have to log into anything. To them, it’s just email.
Collaborate with your team by sharing private notes on a ticket.
Organize and categorize tickets with labels. Do more faster by combining labels with triggers and smart folders.
Create custom request queues based on labels, state, assignee, etc. No refresh required, they update in real time!
Add customer notes, see communication history or even access data loaded in from your internal systems.. all without leaving the ticket!
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.
Display data retrieved from your internal systems on customer profiles.
Automatically run actions when certain conditions are met. Easily route incoming emails.
Get more done faster with smart keyboard shortcuts.
Delegate tickets to the best person on the team or handover to another team.
Make changes to multiple tickets in a single shot.
Answer common questions faster with canned responses. They can even be personalized with the customer’s name!
Real time alerts ensure you never step on each other’s toes.
Collect satisfaction feedback for all emails sent by your team.
Mobile optimized web app to work with tickets on the go.
Acknowledge receipt of a request or let the customer know if they’ve emailed outside of business hours.
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.
Review a trainee’s draft or take over a response that was started by a team member who’s away sick so customers aren’t left waiting.
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.
Emails manually forwarded by users to Enchant are automatically converted to tickets linked to the original sender as the customer.
Schedule a reply to be sent at a future date & time.
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.
Include custom signatures with logos and names.
Upload attachments while replying to tickets. Easily view or download attachments for inbound emails.
Remove sensitive information like passwords, credit card numbers and attachments.
Merge tickets from the same customer into a single ticket.
Split a ticket into multiple tickets that can be tracked separately.
Use macros to perform multiple actions with a single click.
User Permissions
Control access to inbox and admin functionality.
Format with replies and notes with bold, italic, named links, etc.
Quickly slice n’ dice through your entire history of tickets.
Configure email to be sent through your email servers to have full control over deliverability.
Noticed a typo after clicking ‘send’ on a reply? Undo send gives you a chance to correct any embarrassing mistakes.
Implement custom (global or per customer) service level agreements to help you stay on the ball.
Use @mention in private notes to request team members to collaborate.
Export your data or customize Enchant to fit your business.
Ready to go integrations with apps and services you already love.
Automatically BCC all outgoing emails to a specified address.
Automatically filter out email spam.
Subscribe to a conversation to receive notifications when something important happens.
Send notifications to your systems when activity happens in Enchant.
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.
Organize knowledge base articles into categories and sections.
Completely customize the site’s CSS and add branded headers or logos.
Host the knowledge base on your own domain. eg: help.your-domain.com
Manage team documentation by marking an entire category as internal.
Automatic SSL
Automatic SSL on all custom domains.
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.
Collaborate on new articles as drafts before publishing.
Format articles using easy drag n drop interface, and we make it look good on all devices.
Multiple Messengers
Setup mutiple messengers in a single account, each pointing to a different team or configured for a different website.
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.
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.
Add customer notes, see communication history or even access data loaded in from your internal systems.. all without leaving the chat!
Recent tickets are right on the customer profile. Everything you’ve ever said to a customer is one click away.
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.
Limit which tickets are used for calculations.
Understand when ticket volumes are the highest.
Volume Breakdowns
Identify top labels, canned responses, triggers or macros.
Give your labels meaningful colors and use them to identify trends.
Ticket Lookups
Drill down to see which tickets are contributing to a section of the reports.
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.
Track the time it’s taking to resolve tickets.
First Response Resolutions
View the percentage of tickets resolved on first response.
Export report data in Excel or CSV formats for more advanced reporting.
Track responses, resolutions & happiness ratings for each user on the team.
Use customer satisfaction feedback to assess effectiveness of the team.
Activity Reports
See when the team is most active.
