For our business, Enchant has been a strong fit because it gives us a cost-effective ticketing system without unnecessary complexity. We moved to Enchant from Wix Answers around three years ago, and it has helped us manage customer service across multiple channels, including service, projects, helpdesk, and general support.
The best part is that it is easy for staff to use and easy to onboard new team members into. Features like rules, folders, labels, canned responses, and macros make it practical to manage follow-ups, route tickets, categorise requests, and keep work visible across the team. It gives us the structure we need for ticket ownership, shared inboxes, customer history, and internal notes, while still being simple enough that the team actually uses it properly.
We also like that the platform keeps improving. There have been ongoing development updates over time, including better automation and AI features, which makes it feel like the product is actively evolving rather than standing still. For the price, it delivers very good value and helps us provide a more consistent customer support experience. Review collected by and hosted on G2.com.
There is nothing we strongly dislike about Enchant. For us, it is more of a wishlist for future improvements around more advanced B2B workflows.
We often deal with companies, sites, projects, service teams, and multiple contacts under the same customer, so stronger company/contact grouping, labelling, and organisation would be helpful.
We would also like more flexibility to apply the same rules and labels across all inboxes, or selected inboxes, as our customers often interact with us through multiple channels. At the moment, this can require duplicated setup or workarounds.
The ticket reply editor could also be improved with richer formatting, such as pasting Excel tables directly into replies and retaining text colours. Customers sometimes say things like “see my response in red,” and if that formatting is not visible in Enchant, we need to open the original email to understand the context.
That said, none of these are show stoppers. Enchant still works well for us, is good value, and continues to improve over time. Review collected by and hosted on G2.com.
