Help Desk

Productive teams.
Happier customers.

Everything you need to manage personalized customer conversations as a team. Nothing slips through the cracks.

Provide support the way your customers want it

For you it's a powerful help desk solution.

For your customers, it's just email. They never see a ticket number and never have to log into anything.

All your inboxes in one place

Multiple brands.
Multiple teams.
Multiple languages.

Handle them all from a single account with per-inbox security permissions.

Built in satisfaction ratings

Collect valuable feedback from customers.
Use smart insights to improve team performance.

The right context at the right time

Recent customer interactions and important notes at your fingertips.

Even bring in data from other business apps or your custom database: pending orders, account status, cart contents.

Whatever you need to know, as you talk to your customers.

Work smarter, work together.
Built for teams of all sizes

Private Notes

Add notes to a conversation that are only visible to your team

Delegate

Assign a conversation to best person on the team for the request

Collision Detection

Real time alerts ensure you never step on each other's toes

Labels

Categorize and report on conversations

Stay organized with Smart Folders

Organize conversations into fully customizable folders.

The queues update in real time, so you never need to hit refresh!

Do more in less time!

Canned Responses

Answer common questions faster with canned responses

Bulk Actions

Apply changes to multiple conversations in a single shot

Focus on what’s important,
while we take care of the repeatable.

Macros

Perform a bunch of actions with a single click

Rules

Automate inbound email routing and other business workflows. They’re flexible and very powerful

Packed with valuable features

Keyboard Shortcuts

Save time with smart keyboard shortcuts

Activity History

View a complete timeline of a ticket to find out who assigned a ticket, when it was put on hold, etc

Auto-Replies

Acknowledge receipt of a request or let the customer know if they've emailed outside of business hours

Dev API

Export your data or customize Enchant to fit your business

Redact Text

Remove sensitive information like passwords and credit card numbers

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

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

Mobile Apps

Mobile optimized web apps to work with tickets on the go

Spam Filtering

Automatically filter out email spam