# Enchant Reviews **Vendor:** Enchant **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.8/5.0 **Total Reviews:** 65 ## About Enchant Enchant is a helpdesk and knowledge base software solution. ## Enchant Reviews ### 1. Powerful, Low-Cost Customer Communication Tool with Responsive Support **Rating:** 4.5/5.0 stars **Reviewed by:** James C. | Senior Modern Workplace Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Enchant?** Enchant has helped revolutionise the way that The Skills Network worked with regards to communicating with customers. The low cost for such a powerful, easy to use tool was extremely useful. The ability to also use WhatsApp within Enchant also allowed the business to allow more avenues for customers to contact the business, and allowed them to condense previously chaotic mailboxes into one single location. Finally the support team have been extremely helpful and responsive when it comes to any question, with guides that are easy to follow but also answering any questions very quickly. **What do you dislike about Enchant?** Sometimes it would be helpful to allow different levels of licence across different users. For example allow a subset of users have security enhanced, or allow only a single inbox to have the enhanced security, instead of being provided to all accounts. **What problems is Enchant solving and how is that benefiting you?** It allowed multiple methods of contact to all live in one location, and the ability to assign tickets to individuals and have powerful reporting tools is very beneficial for managers to see what their staff are doing. ### 2. Easy Shared Inboxes, Fast Support, and Great Value for Small Businesses **Rating:** 5.0/5.0 stars **Reviewed by:** Douglas W. | Managing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Enchant?** I really enjoy how easy it is to work with separate inboxes, while still being able to make changes across all of them when needed, which helps cut down on time. It’s also great that we can assign specific emails to specific users, so customers get faster response times. Anytime we’ve had an issue or needed help, support has been very quick, and the problems get resolved. The pricing for this product is far better than other products we’ve used in the past. We are a small business with a limited budget, but this helps us work like a much larger business with great products. Although I’m not using the AI function as much as I probably should, when I do use it, it has helped improve positive customer feedback. If I am not being delicate enough with a customer, I can make it a much nicer response. Most days we have 2–4 people working our phones and emails, and when the inbox is loaded with inquiries, we can clearly see who is handling each email or call. That saves us time and money because we can just move on to the next email or phone call without worrying about double messaging. The speed of both emails and voicemails is impressive. If I’m on the phone and another call comes through, boom—there’s a new voicemail right in the inbox. **What do you dislike about Enchant?** The only things that come to mind are the ability to have canned emails automatically fill in the subject line, and some sort of spell check would be nice as well. Other than those small features, I’m very happy with everything else. **What problems is Enchant solving and how is that benefiting you?** I can respond to voicemails and emails from 3 of our locations without needing to worry about switching emails every time. With other products, we would send a customer with the wrong sending email. Not with Enchant. ### 3. Simple, practical ticketing system for multiple business channels **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew C. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Enchant?** 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. **What do you dislike about Enchant?** 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. **What problems is Enchant solving and how is that benefiting you?** Enchant has helped us centralise customer communication that was previously spread across individual user inboxes, shared mailboxes, and separate business channels. This has reduced the risk of losing context, missing emails, or having multiple people working separately on the same customer issue. When we were using Wix Answers, it was mainly used for our helpdesk. Moving to Enchant allowed us to expand the same ticketing approach across other parts of the business, including projects, service, logistics, and general customer support. It gives our team a single platform to manage enquiries, with ticket ownership, internal notes, labels, folders, rules, and customer history all in one place. This makes follow-up easier, improves visibility, and supports better collaboration across the business. ### 4. Straightforward Setup and Excellent ROI for Consistent Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** John H. | President, Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2026 **What do you like best about Enchant?** For an organization transitioning from shared mailboxes to more formalized accountability, this has been a strong fit. The email setup process was straightforward to integrate with Office 365, Shopify, and our in-house systems. Performance has been excellent, and the product delivers more ROI each day because it helps us stay focused on providing a better, more consistent customer experience. The AI features are constantly improving, and the new AI ticket bot helps to move us from missed chats that are "call me" to ones that have actionable details for the representatives to respond to later. **What do you dislike about Enchant?** It's always evolving, but the product is more targeted at B2C vs. B2B support with regard to companies and contacts, but there are usable workarounds. **What problems is Enchant solving and how is that benefiting you?** It was a constant struggle to deliver a consistent customer experience when multiple people were working out of shared mailboxes. Context was often lost, and it was nearly impossible to hold anyone accountable. With Enchant, we have reporting, assigned ticket owners, and automations to help catch things that might have otherwise fallen through the cracks. ### 5. Enchant is practical, agent-friendly support software that just works. **Rating:** 5.0/5.0 stars **Reviewed by:** Trevor S. | Small Business Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** April 23, 2026 **What do you like best about Enchant?** Enchant has been a standout solution for our customer support team, especially compared to larger, more complex platforms we evaluated. What immediately stands out is how easy and intuitive it is to use—it’s straightforward, refreshingly simple, and clearly designed with real support teams in mind. The usability is exceptional. Our team was able to get up and running quickly without any coding or complicated setup, and there’s been virtually no downtime. Everything just works, which is rare in this category. A few features that consistently stand out in daily use: The ability to create or email a customer on the fly without navigating away—this is huge for efficiency, especially during live calls. Email labeling, which makes it easy for the team to quickly understand context at a glance. Strong spam separation that keeps inboxes clean and focused. Seamless integrations with BigCommerce and NetSuite, giving our agents instant visibility into customer purchase history. Built-in notes, merge functionality, and canned responses that help us maintain consistency while saving time. What really sets Enchant apart, though, is how well it aligns with a customer-first support philosophy. It enables personal, human interactions in a way that more automated, enterprise-heavy tools often lose. It feels like it was built by people who truly understand what it’s like to work in support. On top of that, the support from the developer has been incredibly fast and personal, and the platform is very cost-effective relative to its value. Overall, Enchant strikes the perfect balance between simplicity and functionality. It’s practical, efficient, and genuinely makes our team better at what we do. **What do you dislike about Enchant?** The issues we dislike are minor compared to the overall experience, but there are two areas we'd like to improve. We’d like it to be easier to match the interface more closely to our own branding, so that the customer-facing experience feels fully aligned with our visual identity. In addition, it can be challenging to find external developers with experience working with this specific platform, which makes deeper customizations or integrations a bit harder than with some of the more widely adopted tools. **What problems is Enchant solving and how is that benefiting you?** It helps us solve a few core problems around support and troubleshooting: Keeping all support and troubleshooting requests in one organized place, rather than scattered across individual inboxes. Making sure every ticket has an owner and nothing falls through the cracks. Tracking the full history of a customer’s issues so any agent can quickly see what’s been tried and what’s still outstanding. Speeding up responses with templates and notes so we can resolve recurring issues more efficiently. Giving us better visibility into volume and workload so we can prioritize urgent tickets and manage the queue effectively. ### 6. Reliable CRM Ticketing System with Responsive Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Enchant?** What I like most about Enchant is the Shopify integration, fast and responsive support, and how quick and easy it is to set up channels, inboxes, and messengers. It may appear basic at first glance, but Enchant covers every key features needed for a heavy-duty CRM ticket management system. The canned responses save time by reducing repetitive typing, while the AI integration helps improve efficiency. I also like that the knowledge base allows customers to find answers on their own. The platform loads and processes quickly, and it’s easy to customize folders to separate and organize messages. The pricing is also very affordable and competitive. **What do you dislike about Enchant?** No complaints we've been using it for 3 years and very satisfied. **What problems is Enchant solving and how is that benefiting you?** We have over 10 sales channel all operating as different "doing business as" and Enchant keeps everything in one ticketing system for our agents to quickly respond to customers. You can even reassign tickets and loop in other agents if there is an escalation. Everyone is on same page and keeps working efficiently. ### 7. Easy to Use, Everything Ties Together Seamlessly **Rating:** 5.0/5.0 stars **Reviewed by:** Ben S. | Managing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** April 23, 2026 **What do you like best about Enchant?** I like how easy it is to use and how everything ties together. For example, when replying to tickets, you can insert links to knowledge base articles, which makes it really convenient. **What do you dislike about Enchant?** Nothing to add—this product has all the features we need. **What problems is Enchant solving and how is that benefiting you?** We needed a support ticketing system where we could add multiple “products” and still keep everything tied together in one place. Enchant does exactly that, and it works perfectly for what we were looking for. ### 8. Email Categories Make Team Support Easy **Rating:** 4.0/5.0 stars **Reviewed by:** Caroline W. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 24, 2026 **What do you like best about Enchant?** I like that several categories help us divide our support emails into different folders since we are moe than 1 answering the emails **What do you dislike about Enchant?** It feels basic and a bit of a 90:s design and could also use even more options for each and every email. **What problems is Enchant solving and how is that benefiting you?** We use it as our support email platform. ### 9. Back to Enchant after a disappointing experiance with Frehsdesk/Freshcaller/Freshchat. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Online Media | Small-Business (50 or fewer emp.) **Reviewed Date:** August 13, 2024 **What do you like best about Enchant?** Enchant does a good job of keeping all the customer information in one place, calls, texts (sms), emails, chats, etc. With freshworks it is all over the place, spread accross several different apps (on seperate domains); the information was very difficult to audit when we wanted to see an entire overview of a single customer's experiance. I am also a huge fan of Enchant's customer support. Vinay is a machine, I don't know how he does it but he is answering my tickets 24/7. Even my own support team is no where near than responsive to customer enquiries. Enchant's chat widget is far more lightweight than Freshchat. I beleive the total payload for the freshchat widget was about 800KB, which if you are trying to optimize page load times is completely unacceptable. I asked them to improve it but in the end they never did, and I had to write a hacky defered loader so that the chat would not load until after the first user interaction with the page. **What do you dislike about Enchant?** Enchant it seems is still in it's early days with call handling and sms. They have no IVR support, and there are some issues I have with the interface on how to easily initiate a new call or sms to a customer. I have been assured that some of these issues will be resolved in coming builds. But this is only a small sacrifice over what we have gained by leaving freshworks. **What problems is Enchant solving and how is that benefiting you?** Enchant is helping us keep all our customer communications in one place. This is critical for our business model, to be able to review a customer's experiance across multiple channels. ### 10. Really Feature Packed Nimble Email Ticketing System **Rating:** 5.0/5.0 stars **Reviewed by:** Kenny B. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 07, 2024 **What do you like best about Enchant?** We had been using a competitor's software for years when they raised the price by 4x (four times). The software company had been bought out by a group of investors. We found Vinay from Enchant and after a couple support emails we knoew this was the package and the support we needed. He assisted in importing our old tickets and got us up and running in no time. The cost is a great bonus. Our experience has been 100% positive. We found the interface easy to use, and packed with features that most businesses would need. We were able to integrate the Enchant system into our workflow with ease. We would highly recommend the Enchant software solution for your small business. **What do you dislike about Enchant?** We did not find any flaws or issues with the system. Vinay has been great with having a 'wish list' area where customers can add ideas that could become future features. **What problems is Enchant solving and how is that benefiting you?** We use our email client as a help ticket and order flow system, so this solves all of our customer facing needs. ### 11. Enchant - Excellent email solution for a small business **Rating:** 5.0/5.0 stars **Reviewed by:** Jesse N. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 29, 2024 **What do you like best about Enchant?** I looked at several more expensive suites like Salesforce but it was just overkill for what I needed. My crew and I have been using enchant for nearly two years with very little complaint. Exactly the product we needed and whenver we needed something a little different, CS was very helpful. Since it runs over the internet, there is nothing to install. I was able to very easly set everyone up and gettting running in a just a short time and we use it 7 days a week. **What do you dislike about Enchant?** For my purposes, there isn't really anything I dislike about the product **What problems is Enchant solving and how is that benefiting you?** I was previously handling all of the customer support by myself and hired someone people to assist but even so there are certain things only I can answer so this system makes it so easy to delegate emails and share notes that the customer is unable to see ### 12. I should not recommend this. **Rating:** 5.0/5.0 stars **Reviewed by:** Stefan C. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 15, 2024 **What do you like best about Enchant?** If you do expect your ticketing to simply just work ... When your business requires support in no time at all ... Looking for a rock solid solution for your customer's feedback ... Do like to get ticketing, FAQ, knowledgebase plus chat out of one box ... It should not cost you zillions of your budget ... ... well ... I have to disappoint you. I cannot recommend Enchant. I prefer to have all of the above to myself ;P **What do you dislike about Enchant?** Whichever extension I ask for or feature I suggest is either already in but overseen or already on the roadmap. **What problems is Enchant solving and how is that benefiting you?** The first-level support with easily added auto-wiring and canned responses alllow us to handle customer support with a very small team size. ### 13. Enchant-ed **Rating:** 5.0/5.0 stars **Reviewed by:** Nikita S. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2023 **What do you like best about Enchant?** I spent hours, perhaps even days, searching for an intuitive customer support ticketing system with easy onboarding and collaboration across tickets. Enchant has proven to be the perfect solution for us as it is easy to use, implement, and manage. Without Enchant, we would not be able to meet our support SLA times as efficiently as we do, thanks to its simplicity and clarity of design and functionality. **What do you dislike about Enchant?** To be honest, there's not much to say, really. I'm very happy indeed. **What problems is Enchant solving and how is that benefiting you?** Our top priorities are providing excellent support to our customers, ensuring efficient communication within our team on all ticket-related matters, managing our contacts effectively, utilising data to make informed decisions, and having a centralised knowledge base that new team members can easily navigate. Having all these capabilities in one platform makes our work much easier and more productive. ### 14. The best customer support ticketing system out there bar none **Rating:** 5.0/5.0 stars **Reviewed by:** Dominic E. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2023 **What do you like best about Enchant?** The UI is extremely fast and you can zip around just using the keyboard. As a UI designer, everything just feels right. Buttons and settings are where you expect them. They've already built features that make sense but you don't know you needed, like automatic rules to label tickets that meet certain criteria. Everything just makes logical sense. **What do you dislike about Enchant?** The reporting feature needs the ability to ignore weekends and out of hours tickets as otherwise it skews the response times. **What problems is Enchant solving and how is that benefiting you?** We need a way to store and manage customer tickets. We are very customer-focussed and wanted a tool that worked well for us in being able to manage customer relationships. We also wanted something simple to allow us to collaborate on tickets as a team. ### 15. The most value you will ever get from a service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2023 **What do you like best about Enchant?** It has so much to offer if you use it fully. The email ticking system is only one infinitely useful feature. You can keep on top of multiple teams, multiple business, easily and with useful analytics. I also fully utilize the knowledge base across multiple domains that I own. You can use your own. Com to feature products, services, content, links, videos and information in general, using a very intuitive and powerful system. As someone who has a lot of interests, job titles, business, etc, this pays for itself in a day. If you're starting up your own business, product, service, book, even blog, this product will work for you. If you're advanced, it's a must have. I have recommended it to many but a lot of small business owners will try to save a few dollars by not using it. This is a huge mistake. You will save do much time and be do much more organized, it pays for itself. If you use it every day you'll get more value from it. It also integrated easily with my Shopify and emails, and domains. **What do you dislike about Enchant?** This isn't really a dislike but it's a fact of life. When you use a good tool for the first time, you'll need to spend time setting it up and building it out right. Customer service is great, they will help you. Keep going until it's set up. **What problems is Enchant solving and how is that benefiting you?** I do a lot and it's very hard to keep on top of everything. It's also hard to share and show what I do unless I have a tool like this. ### 16. Fantastic platform that helps our BDR team really manage their workflow **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** January 25, 2024 **What do you like best about Enchant?** - Simple UI - Ability to get our BDR team into our workflow without need to share email passwords - Fantastic reporting **What do you dislike about Enchant?** - When not using oAuth / APP passwords, our emails sometimes get disconnected. Could easily be avoided if we made a change. **What problems is Enchant solving and how is that benefiting you?** We need a way for our BDR team to manage all of their accounts in one setting. Enchant solves this perfectly. ### 17. Satisfied long-term user **Rating:** 5.0/5.0 stars **Reviewed by:** M D. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** May 12, 2023 **What do you like best about Enchant?** We've been using Enchant since 2014 in more than one project. The best parts of Enchant are: * Easy to use: clean and intuitive interface gets out of the way for our colleagues to get things done quickly and efficiently. Search works well. * Easy to configure: we have about 20 inboxes and managing them is painless * Knowledge base: we created a knowledge base and got a searchable help site with a contact form with minimal effort. It was a big win for launching new services. * API: we use the API to fetch data from other systems and show relevant information directly on Enchant when viewing an issue. * Support: quick and to-the-point support, no hand-waving. Happy to discuss issues at a low level if required. Some of our requested features were added to their roadmap and got released. **What do you dislike about Enchant?** There isn't anything that we dislike. Along the years we were twice tempted to switch to a competitor due to "shiny new feature" but decided not to and we are happy with our decision. **What problems is Enchant solving and how is that benefiting you?** We use the ticketing system for the customer service of our ecommerce shop in multiple languages. We use the ticketing system and knowledge base (help website) for the customer service of our SaaS service. ### 18. Perfect Software For Shared Mailbox + Top Notch Service **Rating:** 5.0/5.0 stars **Reviewed by:** Lorrie F. | Business Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** February 09, 2023 **What do you like best about Enchant?** There are so many things that I like about Enchant, that I don't know where to start. First, I am not the most tech savvy, and Vinay made implementation simple. While he is not available for phone calls, his email responses are thorough, address the question in a clear manner, and the responses come almost immediately. Regarding the technology itself, the interface is very user friendly. There are lots of controls in place to prevent a duplicate email from being sent. It even has a delay send feature to allow you to correct any errors that you catch. The sort function works smoothly to find an existing ticket without having to have too much detail. The canned responses are great. I love that it allows for tracking phone calls as well as emails. I love the held and snooze features, that I haven't seen with other systems that I have used in the past for shared inbox. I trialed the leader in the industry, zendesk, and it was extremely confusing and a lot more expensive. This product checks all boxes and provides a great value. **What do you dislike about Enchant?** Absolutely nothing. It is perfect and I love it. **What problems is Enchant solving and how is that benefiting you?** It allows for multiple customer service reps to have access to shared information about customers while not duplicating efforts. Our performance has improved significantly. ### 19. A great tool I've used for more than 3 years **Rating:** 5.0/5.0 stars **Reviewed by:** Guenaele C. | Customer service agent, Mid-Market (51-1000 emp.) **Reviewed Date:** December 23, 2022 **What do you like best about Enchant?** Enchant is a very useful tool. I've used it for customer service for more than 3 years now and have been very satisfied all along. It's easy to use and provides great help to keep organized while providing the best service to our own customers. I've especially appreciated the feedback tools, such as the reports, and the fact that we can customize it as needed. Also, the developing team associated us with the process of upgrading the software, and all my team's requests have been heard and met, which was awesome. Thank you for providing us with such a great tool! **What do you dislike about Enchant?** At some point, there's been a glitch in the formatting, but it's been solved almost as soon as we notified it to Enchant's team. **What problems is Enchant solving and how is that benefiting you?** In my case, there was mainly a need to organize incoming emails by language, and to have them arrive in different inboxes. It is also very handy to keep access to all sent emails, as well as the spam folder, in case something landed there by mistake. Our team used Enchant to create and store standard answers as a flexible resource. ### 20. User friendly - Excellent navigation **Rating:** 4.5/5.0 stars **Reviewed by:** Peter W. | Help desk employeed, Small-Business (50 or fewer emp.) **Reviewed Date:** December 29, 2022 **What do you like best about Enchant?** Navigation is excellent, in my opinion. I find it easy to use, and I particularly find the template system for adding standardized replies fast and efficient. Also, I like that one gets a large part of the screen space to reply to tickets. Other similar systems tend to fill the screen with too much back-end information, leaving only a minuscule area for the customer service person to work in. So for me, Enchant is among the best systems that I have worked with. The macro system also works well. **What do you dislike about Enchant?** I don't have any major dislikes, to be honest. We only used email replies, not chat, so I can't comment on the chat function. **What problems is Enchant solving and how is that benefiting you?** Help-desk. Enchant makes it easy to answer tickets quickly and efficiently thanks to the template answer feature. ### 21. So simple in its design but very powerful and complete **Rating:** 5.0/5.0 stars **Reviewed by:** Selene M. | Content reviewing analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** December 24, 2022 **What do you like best about Enchant?** It's super easy to reach every related comms from clients. The way we can connect emails with clients is impressive; it saves us time. Enchant facilitates the process of escalating cases to the next level with just a few clicks. **What do you dislike about Enchant?** There's only one thing that I didn't love about Enchant; the login process is strict, and if you are not carrying your cellphone, there's no way you can log in to the site. It's understandable nowadays, though. **What problems is Enchant solving and how is that benefiting you?** Enchant helps me to understand customers' desires and needs. That allows me to evaluate the decision I have to make about this client and to choose the best course of action. Enchant provides me with all the information I need to make my work better and faster. ### 22. Enchant has made customer service easy to handle. **Rating:** 4.0/5.0 stars **Reviewed by:** Nadine L. | Employee Customer Care, Small-Business (50 or fewer emp.) **Reviewed Date:** December 27, 2022 **What do you like best about Enchant?** Enchant has a very clear structure, which makes it very hands-on to be used. You do not have to spend a lot of time finding different areas but you can immediately start with customer service. **What do you dislike about Enchant?** I could not identify any disadvantages while working with Enchant. **What problems is Enchant solving and how is that benefiting you?** It provides a platform to easily provide good customer service. ### 23. It's been really easy to use, very appropiate and it's a friendly platform. **Rating:** 5.0/5.0 stars **Reviewed by:** Angela G. | Customer service agent, Small-Business (50 or fewer emp.) **Reviewed Date:** December 25, 2022 **What do you like best about Enchant?** Enchant has many good features, but I think the organization is excellent. It always looks clean, and easy to find whatever you need; the standard answers, your inboxes and threads, etc. **What do you dislike about Enchant?** I wouldn't say downsides; generally, the platform always works as it should. **What problems is Enchant solving and how is that benefiting you?** We need to reach the customer's needs, so it gets easier when Enchant provides the tools to do this with a very organized system, which helps me to give an excellent answer without spending too much time. ### 24. I'd recommend Enchant to a friend or colleague **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Online Media | Small-Business (50 or fewer emp.) **Reviewed Date:** December 23, 2022 **What do you like best about Enchant?** It's not loaded with irrelevant info e.g. answered tickets showing up on the screen. The simplest the platform, the easiest to focus on helping the customers. **What do you dislike about Enchant?** I had a hard time understanding some of the numbers in the report e.g. "Resolution time" under the "Performance" report. I'd appreciate a short explanation under each figure. **What problems is Enchant solving and how is that benefiting you?** It's very easy to merge tickets. For instance, you can have all of the latest emails from the same customer in one place. That way, you will not miss anything. If you accidentally click on 'send' or realize that you're missing some details after clicking on 'send', you can stop the 'send' action, so the customer will not receive an incomplete or wrong reply. ### 25. Easy to setup and understand **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Printing | Small-Business (50 or fewer emp.) **Reviewed Date:** April 11, 2023 **What do you like best about Enchant?** It was very easy to setup up - took about a day, although we had a multi-language, multi-site use case. We added a few extra integrations the next day and have been using it ever since. **What do you dislike about Enchant?** Very difficult to fault, but just because this section is required: the documentation regarding the API could be more comprehensive. **What problems is Enchant solving and how is that benefiting you?** It costs a fraction but is easier to use and overall better than the previous solution. ### 26. Enchant makes it easy to handle large quantities of customer emails **Rating:** 4.5/5.0 stars **Reviewed by:** Carl W. | Senior Technical Support, Small-Business (50 or fewer emp.) **Reviewed Date:** December 30, 2022 **What do you like best about Enchant?** Much better overview than competitors like Zendesk **What do you dislike about Enchant?** The canned responses titles could be longer, for easier searches **What problems is Enchant solving and how is that benefiting you?** Enchant helps us give our customers the best possible technical service ### 27. Easy to use, lots of great features, really helps with productivity **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley L. | System Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** March 29, 2022 **What do you like best about Enchant?** We've been using Enchant for 7 years since it was SupportFu. It integrates seamlessly into our support process. Customers can email us as they normally would to an address using our domain with no idea there is a backend system. This was an important requirement for us when we moved from a shared mail inbox. Right from when a ticket arrives, it is so easy to use. New users have always picked things up quickly. We've integrated it directly with our Slack team chat so new tickets land in a channel for our support team and then we click that and it opens the relevant page in Enchant straight away. These tickets can then be assigned, notes added and responded to and closed accordingly. There are several useful features that we regularly use - merging tickets / customers, canned responses, macros and rules being some. This allows us to create a very productive, tailored environment. They release new features that become so useful and essential. One example is Snoozed Tickets. We use this daily and it helps us be more productive by hiding things away that are in the customer's court; they pop back up later so we can give our clients gentle reminders. It was easy to develop widgets to integrate our CRM software, allowing quick access to customer accounts and other useful links specific to our company. The whole experience when using it is clean, fast, reliable, simple yet functional software with no bloat, confusion or complexity. This translates to fast and easy to access support for our customers. I highly recommend Enchant. Their own support has always been responsive, friendly and helpful. They are a company that makes support software, so it should be in their nature, and they do sure know how to make a customer feel valued. **What do you dislike about Enchant?** Redacting confidential information has become more difficult for us since they switched to a per-message method rather than a per-ticket method. This is something they are actively engaged with us on and are working on a solution for. I hope this will turn in to yet another positive in the future. **What problems is Enchant solving and how is that benefiting you?** We provide the bulk of our customer support via Enchant. It enables our customers to do what they have always done - email us directly for support and allows us to quickly view/sort these, assign them and respond. The whole process for both our customers and support team is seamless and pain free. The risk of miscommunication, repetition, or things getting missed is much lower vs email. The reporting tools are useful to get an overview of what is going on in terms of our performance and response times. ### 28. Enchant makes my job so much easier. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2022 **What do you like best about Enchant?** With Enchant I can see the customer order on the same page and all tracking information. It saves me so much time having all the details to hand so I can click on them, rather than having to switch between multiple pages to view the same information. I find it very useful that you can label each email, this in turn shows a report for percentages of each label type so you can see what levels of emails you are receiving on different subject matters. All the reports created by Enchant are very useful for data analysis. **What do you dislike about Enchant?** I have not seen any downsides to using Enchant so far. **What problems is Enchant solving and how is that benefiting you?** I can answer customer emails in a more timely fashion. I can see their orders quickly and resolve problems. I can also have live chat switched on whilst I am working so can answer more queries in different formats. ### 29. Works as promised and as required for our business **Rating:** 5.0/5.0 stars **Reviewed by:** Paul R. | Operations/Regional manager, Small-Business (50 or fewer emp.) **Reviewed Date:** February 08, 2022 **What do you like best about Enchant?** Easy integration with our processes both internal and from our eCommerce platform (Big Commerce) perspective. Previously have also used linked with Magento with equal ease. We are a small company with teams at different locations and remote workers. Enables us to allocate and share customer comms effectively while always being aware of who is dealing/has dealt with which thread. Simple to use, quick to pick up for new members. Intuitive interface with easy access to the info we need. Very simple to customise with labels, folders, canned responses etc. **What do you dislike about Enchant?** Once you have 'merged' a thread thats it! No going back. Could use an 'undo' function. **What problems is Enchant solving and how is that benefiting you?** Has enabled us to instantly be aware of all comms regardless of whether through web platform or direct mail. All staff have their own profile and can clearly understand their responsibilities. As their manager I am able to see at a glance where the staff are up to with any conversation and if there are any outstanding issues. Can use the 'note' function to give guidance. It has saved so many missed comms and confusion over who should/should have dealt with a convo and really sped up our customer response times. ### 30. Feature-rich, complete, user-friendly help desk solution **Rating:** 5.0/5.0 stars **Reviewed by:** Dale G. | CEO & CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** January 26, 2022 **What do you like best about Enchant?** - Email support without the messy clutter of ticket numbers. - Customers use email, as-is. - Labeling of support threads and sorting based on labels, status & other metadata. - Canned, reusable response templates - Excellent mobile-friendly interface when on the move. - Exceptional customer support. - Engaging and proactive approach to software bugs and feature requests - Easy to use knowledge base for self-service customer support **What do you dislike about Enchant?** It's difficult to fault Enchant, as the existing feature set and implementation are great for my business' requirements. Currently, the only missing feature from my business' perspective, is the ability to more seamlessly integrate the knowledge base into one's own primary domain, without having to use a sub-domain and be limited to Enchant's customisation limits. This would probably be easiest via an extension to Enchant's API. This comment should be viewed in the context that all the known competing platforms which we've tried, have the same limitation. **What problems is Enchant solving and how is that benefiting you?** Far less time is spent wrestling with the context of a support conversation. Being able to merge tickets and add private notes has reduced unnecessary time-wasting. ### 31. Absolutely Love Enchant **Rating:** 5.0/5.0 stars **Reviewed by:** Martin T. | New Venture, Health, Wellness and Fitness, Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2022 **What do you like best about Enchant?** The Balance of Features vs price. I actually switched from Enchant to Zendesk thinking that because it was more expensive it was better and then switched back. It has many of the "little" things that you don't think of but really miss when they are not there that a lot of other help desk solutions don't have ( e.g. snoozing tickets, ticket collision management ). They seem to be much more focused on their own customer service than promoting the product - I will often get a response in a few hours ; and they have even proactively contacted me about an error that I had that I didn't know about because of my own misconfiguration. **What do you dislike about Enchant?** Most of the features I need are there but in a perfect world It would be good to have custom fields and have them in columns that are filterable but I can do similar things with the labels etc. **Recommendations to others considering Enchant:** Don't be put off by the fact that Enchant is not promoted as heavily as other products - they appear to be more focused on serving their customers and their needs than promoting / marketing the product. Their product is well priced, scalable, robust and full of features hard to find in other products. They have implemented at least one extra feature I personally requested into their product and their own support is outstanding. Highly recommend! **What problems is Enchant solving and how is that benefiting you?** Replying to customer support queries in a timely manner and keeping the list of them clean, clear and easy to identify . enchant does this very well. ### 32. Very well executed support/ticket system with great flow automation and reasonably priced **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Publishing | Small-Business (50 or fewer emp.) **Reviewed Date:** March 31, 2022 **What do you like best about Enchant?** The system is well designed and simple to use, but the best part is the rules and macros that can be used to create flow automations. The automations have been a real game-changer to help improve our customer support flow. The integration/apps are also quite useful, we can pull in data from our system to be visible along with customer support requests. Enchant support is also very responsive and helpful, and feature requests get implemented. Finally, the pricing is just right, compared to some of the more established vendors Enchant is affordable, it's a great solution overall for any small/mid-size business looking for a comprehensive customer support/ticket system. **What do you dislike about Enchant?** Nothing to dislike, Enchant is very useful. Whenever we've had minor issues they were addressed very quickly. **Recommendations to others considering Enchant:** Highly recommended for businesses looking for a comprehensive customer support solution. **What problems is Enchant solving and how is that benefiting you?** Enchant has helped our team better be able to manage the incoming flow of customer support/sales requests, being able to assign tickets to different team members along with automation via rules is a major improvement over trying to handle this just by email. ### 33. Incredibly efficient service, always ready to help and assist in our queries. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Enchant?** Speed of response from the support team; powerful tools behind the scenes (ie rules, Macros) **What do you dislike about Enchant?** Perhaps it would be good for a way to have multiple people as an assignee, however that is a desired feature rather than something I dislike. **What problems is Enchant solving and how is that benefiting you?** It is allowing us to have overview on 1st line support tickets and action them in as fast a manner as possible. ### 34. Perfect for us! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** September 02, 2021 **What do you like best about Enchant?** A lot of helpdesk software is bloated, complicated, and difficult to use. But not Enchant! We've been using it for over four years now and I can tell you that the beauty of Enchant is that it is simple yet complete. It has EVERYTHING we need in a helpdesk and knowledge base. The layout is intuitive and easy to use, and we hit the ground running with Enchant the same day we installed and configured it. There's no learning curve - it's that easy. **What do you dislike about Enchant?** None - In the four years that we've used Enchant, we haven't run into any significant problems. Customer support has always been stellar - I often get replies in minutes after sending in a support request. **What problems is Enchant solving and how is that benefiting you?** We needed both customer help desk (instead of answering direct emails) and a knowledge base (which cuts down on repetitive customer inquiries). Enchant solved both of that for us. ### 35. The Perfect Customer Engagement Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Aaron H. | Head Of Marketing & Growth, Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Enchant?** The level of collaboration Enchant allows us to have with our customers is perfect. It hits the perfect sweet spot of functionality, support and cost. I love this system. **What do you dislike about Enchant?** There is nothing I can find to complain about with Enchant. Their interface, available features, and dynamic support have been vital for our company's growth and customer satisfaction. Highly recommend Enchant to any budget-conscious / bootstrapping start-up that wants to make sure customer UX is at the top of the priority list. **What problems is Enchant solving and how is that benefiting you?** We started with a small group of superfans and early on recognized that growing the list of our fanatics was going to drive us. We committed firmly to putting our time and effort into getting everyone who supports us to their happy place. We take pride in our support and keeping positive and passionate relationships with customers. Enchant has helped us address and solve our customer support roadblocks time and again. ### 36. Excellent Experience & Great Value **Rating:** 5.0/5.0 stars **Reviewed by:** Mario T. | M, Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Enchant?** We've been using Enchant for over 6 years now and it has completely revolutionised the way we work with our customers. It's easy to understand what customers still need a response and we can quickly work through our customer queries with macros, and canned responses. Enchant is easy to sync into our Shopify store, is affordable and quick to setup. The team is also super responsive if there are any hiccups or questions. **What do you dislike about Enchant?** I would like to see more integrations for Enchant. Apps for Enchant like WhatsApp and more social media integrations for channels like Facebook would be great. **Recommendations to others considering Enchant:** Enchant is a great help to help you solve your customer communications. It is not as comprehensive as some of the heavyweight helpdesk/CRM systems out there, but it is easier to setup, friendlier to manage and costs a lot less. It can also scale fairly well with you as you grow. **What problems is Enchant solving and how is that benefiting you?** We have improved our customer service and satisfaction levels. The month after we installed Enchant we saw a 146% increase in revenue because we were effectively communicating with customers instead of losing emails in an endless inbox. I recommend Enchant to a all my friends that are looking for an easy to use simple helpdesk solution. ### 37. it's my favourite customer support software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food Production | Small-Business (50 or fewer emp.) **Reviewed Date:** April 19, 2022 **What do you like best about Enchant?** I've used Enchant for over 7 years, at various companies. As Head of Customer Support for different eCommerce businesses, I've always petitioned to swap to it. Having trialled every other option out there (at least, all the ones that I know will come to your mind) it's always been my favourite - easy to use, straightforward to navigate, no unnecessary frills or janky processes to follow. **What do you dislike about Enchant?** For me, and the businesses I've worked at - it's always worked and I'm not sure what I could tell you when it comes to disliking it's features! I suppose it'd be great if I could manage social media channels within it too, but I think that might complicate things! **Recommendations to others considering Enchant:** If you're new to this type of software, it's the least daunting for sure... and the likelihood is that you'll find it hard to navigate outside of it, because why fix something that isn't broken?! It's straightforward to set up, the navigation makes sense and I recommend that you spend time investing in the set-up so that you make the most of it along the way. It can also do wonderful things with Shopify, webhooks and automation! **What problems is Enchant solving and how is that benefiting you?** It's easy to use, draws in customer contact from various channels and I'm able to filter in any way I like. Labelling is straightforward, reports and useful and it removes an unnecessary layer of complexity that other software seem to add. ### 38. Enchant creates a brilliant contact centre solution, and yet still remains simplicity itself to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Richard H. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2021 **What do you like best about Enchant?** We're a G-Suite organisation and running a contact centre solution was proving to be a real thorn in our sides until we discovered Enchant. It just took over everything so easily, so simply and amazingly as the person that implemented it into the business, I've only had one or two support issues in over 5 years - and they were for features, not bugs - it just WORKS! I can't recommend it highly enough. **What do you dislike about Enchant?** There's not anything that stands out - it performs it's task so simply there really aren't any areas to trip over and cause problems - as I said I've had just a couple of support calls in over 5 years - I love it! **What problems is Enchant solving and how is that benefiting you?** Creating a central contact centre mail solution whilst using mail flow from both G-Suite and MS Office 365 - juggling various inboxes and again providing my team with a solution that just works. ### 39. Smart cost effective helpdesk solution for small businesses **Rating:** 5.0/5.0 stars **Reviewed by:** Ryan S. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2021 **What do you like best about Enchant?** We have been using Enchant as a helpdesk solution for our business for over five years. Enchant is packed with some great features like the easy to use help desk, a useful knowledge base website intergration as well as the live chat feature. The best thing about Enchant is the price. The price makes it perfect for individuals and small businesses to deal with customers quickly and effectively. Enchant is so simple to use and set up and that they have great support if you run into any issues. As we have multiple websites with different branding we especially like the unlimited inboxes which allow one member of staff to deal with mutiple customers across a range of brands in which we run. **What do you dislike about Enchant?** The editor is not fully functional. I would like the customer to click on a link from an image in the autoreply and response reply. **What problems is Enchant solving and how is that benefiting you?** All emails go into one central area and can be dealt with by one member of our team. No more checking multiple inboxes and worrying about emails not being responded to. ### 40. Perfect helpdesk software for our small business **Rating:** 5.0/5.0 stars **Reviewed by:** Chris W. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** November 11, 2021 **What do you like best about Enchant?** We find Enchant to provide the right combination of simplicity and powerful features. It works great for our customer support team. We can easily prioritize tickets using labels, escalate tickets by reassigning, and keep tabs on what's currently open. Macros allow us to automatically prioritize and assign tickets based on user defined rules. The powerful search feature and automatic display of related tickets in the sidebar makes it easy to find relevant information. To top it all off Enchant's own customer support is super responsive and receptive to feature suggestions and feedback. We have been a customer for many years and don't have any plans to look elsewhere. **What do you dislike about Enchant?** The mobile interface is not quite as powerful or usable as the desktop version. Recent updates have improved the mobile experience but it's still not on par with desktop. **What problems is Enchant solving and how is that benefiting you?** Enchant has allowed us to unify all customer support correspondence into a single system. This makes it much easier to prioritize, assign and search for tickets. Customers get better support and we get a simple, clean support ticket system that our staff love to use. ### 41. Easy, feature-rich helpdesk software. **Rating:** 5.0/5.0 stars **Reviewed by:** Ben Y. | Technical Director, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2021 **What do you like best about Enchant?** It was important for my business to use a system familiar with my customers for support, so it had to be based upon email with no unnecessary interfaces or logins. Enchant hits the mark and then some, which is why we've been using it for over seven years! The service has been rock solid; easy to set up and always online. Enchant's rule-based system identifies, filters, and labels tickets automatically, so teams get to focus on the customer, not the admin. All departments in our business use Enchant; this means departments can collaborate on tickets and pass them to other teams when needed, the reporting gives a view of the whole business, and fewer systems means less training of staff. We have extensively used the API and sidebar apps to integrate our billing and sales platform, so staff don't have to jump around between software as often. Vinay at Enchant has been brilliant at support from learning to implementing suggested features. **What do you dislike about Enchant?** Enchant works exactly as our business needes, no complaints here. **Recommendations to others considering Enchant:** Give it a try, it's quick to set up and easy to understand. You'll be running in no time. **What problems is Enchant solving and how is that benefiting you?** With Enchant's support tickets, knowledgebase, and live chat support, we stopped relying on multiple systems to hold our support information. The API has streamlined our support by letting us integrate our billing and sales platform. ### 42. Fantastic value and a great fit **Rating:** 5.0/5.0 stars **Reviewed by:** Justin L. | Chief Information Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 28, 2021 **What do you like best about Enchant?** I evaluated a lot of different platforms to manage our clients and all of them were too complicated, or too costly, for what I needed. Then I found Enchant, almost by accident and it ticked off every box I had. It lets me manage 15+ clients, aggregating everything into one interface, saving us time and money. Totally worth it for every user seat we add. **What do you dislike about Enchant?** I wish we had more rules to use when escalating tickets. My business doesn't operate on the weekends, so having a rule that uses a timer that somehow acknowledges my business hours would be a delight. We have workarounds that get us by, but I'd love if it was cleaner. **What problems is Enchant solving and how is that benefiting you?** We used to have individuals responsible for each client's email support. But if someone was out for the day, sick or traveling, then we wouldn't meet our committments to response time. Or, if someone quit, mail would go to their old email. With Enchant, we manage all of this seamlessly. This has improved our support, given us insight to how much work we're doing, and saved us time. ### 43. Must-have solution for our business **Rating:** 5.0/5.0 stars **Reviewed by:** Michael R. | Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 28, 2021 **What do you like best about Enchant?** We enjoy the ability to organize our customer service emails into work tickets which we can track and streamline to assist our clients better. There are many features the software provides that we've integrated into our workflow that keeps our messaging consistent and timely. **What do you dislike about Enchant?** Honestly, nothing comes to mind that we dislike about Enchant services or the associates there. **What problems is Enchant solving and how is that benefiting you?** Previously, we had organizational issues when responding to client inquiries. Enchant has assisted our company in having better control over our response and turnaround time to messages from clients. Working from a shared inbox before, our associates were consistently tripping over each other, responding to messages. Also, our messaging wasn't always consistent. After implementing Enchant and using their built-in organizational tools and features like canned responses, rules, and labels, we are assisting our clients more efficiently and cutting our response times and labor time. ### 44. The fastest and easiest-to-use ticket system **Rating:** 5.0/5.0 stars **Reviewed by:** Paweł K. | Mr, Small-Business (50 or fewer emp.) **Reviewed Date:** January 12, 2022 **What do you like best about Enchant?** - speed of the site - easy to use - the possibility of integration with own system **What do you dislike about Enchant?** It seems that dislike can also be a like - from many years, there were no new features that we would like to see and use - but it is also a like because the site is so stable all the time (its more important for us) **What problems is Enchant solving and how is that benefiting you?** We only use a ticket system because of the fast speed of the site and integration with our system (we can see orders list on the ticket page) - we can do it in no time. ### 45. Enchant has been a cost effective solution for our business **Rating:** 4.0/5.0 stars **Reviewed by:** Michael R. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 01, 2022 **What do you like best about Enchant?** Simple UI, reliable, filters/rules/macros **What do you dislike about Enchant?** Would like it to have better integration functions with our other tech and more rapid feature introduction **What problems is Enchant solving and how is that benefiting you?** Our customer support. Ability to grow our cs team and continue to provide a great CS experience ### 46. Easy to Use Customer Service Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Armando S. | Customer Success Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** November 03, 2021 **What do you like best about Enchant?** Enchant is a very user-friendly customer service platform that doesn't overwhelm with unused features. It's very straightforward and does what it's intended. **What do you dislike about Enchant?** I wish there were some further automation to the macros that you set up. Having to manually control most of these can make the process a little tedious. **Recommendations to others considering Enchant:** If you're a small company that needs a customer service platform that is both scalable and efficient, then look no further. Enchant provides you with everything you need and is the best bang for your buck. **What problems is Enchant solving and how is that benefiting you?** We are using Enchant to enhance the customer experience by allowing our customers to be more self-sufficient when troubleshooting issues. The knowledge base widget has been a gamechanger for our customer service team. ### 47. Efficient, Affordable, Reliable Customer Service Tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Facilities Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2021 **What do you like best about Enchant?** Our team has used Enchant for the last seven years and has yet to find a better customer service tool for general inboxes. It has allowed us to filter service and sales inquiries, across multiple branches, into designated inboxes that we have assigned staff members to. The ticketing system is efficient and customizable which has benefited our ever-changing industry. **What do you dislike about Enchant?** There's not much to dislike about the platform itself. It provides all the necessary tools without going off the deep end with features and "tiers" that other services trap you in. It would be nice to have a few more integrations but we also have not dedicated resources to building API integrations that are possible. **What problems is Enchant solving and how is that benefiting you?** The manufacturer we represent sends service dispatches to general company email addresses across five states. Instead of copying multiple employees on the same email thread, we are able to quickly respond to these dispatches via Enchant where multiple users have access to the email. There are certainly more benefits we have not capitalized on with Enchant's services but for our current workflow, it has allowed us to filter out requests so nothing is overlooked. ### 48. Simple. Affordable. Reliable. Effective. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** November 03, 2021 **What do you like best about Enchant?** I have been using Enchant for 2 years now; it was recommended to me by a friend in the same industry (eCommerce). Many other email solutions are needlessly expensive with tiers designed to wring you dry, and have unnecessary bells and whistles. I wanted a simple multi-user solution for my CS team that DID NOT involve a complex ticketing system like Zendesk and had a suite of essential team features. A customer emails you, and you email them back like a normal person—all while in an efficient and organized interface. Vinay has also been amazing throughout this time, constantly taking feedback and dishing out assistance wherever needed. 100% recommended. **What do you dislike about Enchant?** Some features could use more explanation and the composing interface could use a full-blown live editor instead of markup. Apart from that there's really nothing else. **What problems is Enchant solving and how is that benefiting you?** It's a simple product that allows me to email customers back properly and for me to have it all organized in an efficient interface. My team is more productive and effective. ### 49. Keep it simple and I'll be a happy camper **Rating:** 5.0/5.0 stars **Reviewed by:** Mattias P. | CTO, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2021 **What do you like best about Enchant?** Enchant was selected because it does what it is supposed to and nothing else. All other we've tried are adding features that don't make any sense and sometimes partition off the features they've added into different products that you, all of a sudden, need to pay extra for. Enchant hasn't done that. KISS - Keep It Simple, Stupid - it's a good moniker, and Enchant seems to follow that one. Everything is easy to set up and the support for Enchant is helpful to get you set up as well. **What do you dislike about Enchant?** Nothing in particular. Simplicity gives you what you want as it's all there right in front of you. **Recommendations to others considering Enchant:** Ask for assistance if you get stuck. They'll help you figure it out :) **What problems is Enchant solving and how is that benefiting you?** Solved a too complicated setup of multiple products in another system that was a lot more expensive per month but did not work as well as enchant did. Currently running 10-12 different product supports in the same UI with multiple users assigned to various products. Also, save a few $100 a month comparatively speaking. ### 50. What's not to like? **Rating:** 5.0/5.0 stars **Reviewed by:** Bryn M. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2021 **What do you like best about Enchant?** Simple, lightweight, a straightforward price plan, support is fantastic! We also utilize snoozed tickets a LOT - which saves us scrolling through endless tickets. For those advanced users amongst us, they have a simple, easy-to-use Webhook and API facility, which we utilize to drag information from our Active Directory regarding our staff (telephone extension, job title, etc.). **What do you dislike about Enchant?** It would be nice to have a more fully-featured reply box. Currently, it's plain text, and you have to enter special characters to get underlined. **What problems is Enchant solving and how is that benefiting you?** We moved from a competitor primarily for the ability to snooze tickets. This has cut down on a lot of scrolling and we can concentrate on what still needs action. ## Enchant Discussions - [What is Enchant used for?](https://www.g2.com/discussions/what-is-enchant-used-for) - [View Enchant pricing details and edition comparison](https://www.g2.com/products/enchant/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-13+15%3A47%3A06+-0500&secure%5Bsession_id%5D=63964689-3cb0-4eb7-ae84-4c85096b7a6b&secure%5Btoken%5D=d65ddc15887dcafe94294748c73cdb7ba8de3ef40f04c35f5cdab44c23dc28fb&format=llm_user) ## Enchant Integrations - [3CX](https://www.g2.com/products/3cx/reviews) - [Asana](https://www.g2.com/products/asana/reviews) - [Basecamp](https://www.g2.com/products/basecamp/reviews) - [BigCommerce](https://www.g2.com/products/bigcommerce/reviews) - [Capsule CRM](https://www.g2.com/products/capsule-crm/reviews) - [Klaviyo](https://www.g2.com/products/klaviyo/reviews) - [Magento Open Source](https://www.g2.com/products/magento-open-source/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [NetSuite](https://www.g2.com/products/netsuite/reviews) - [PrestaShop](https://www.g2.com/products/prestashop/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopify Plus](https://www.g2.com/products/shopify-plus/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Trello](https://www.g2.com/products/trello/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [WooCommerce](https://www.g2.com/products/woocommerce/reviews) - [Wufoo](https://www.g2.com/products/wufoo/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) ## Enchant Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization **Communication** - Pop-up Chat - Notifications - In-App Messaging **Analytics** - Trends - Performance Tracking **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Email to Case - Chat/Live Support - Social Integration **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Enchant Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,658 reviews) - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,403 reviews) - [Help Scout](https://www.g2.com/products/help-scout/reviews) - 4.4/5.0 (417 reviews)