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.

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.

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