The Little Big Cayzu Help Desk Update

The Cayzu Help Desk team is excited to announce our latest feature release!

Here’s what’s included:

-Ability to assign a backup agent
-Ability to view attachments after they are uploaded
-Ability to automatically close the ticket window after update
-Integration with Zoho Assist
-New role: Ability to turn off SPAM & Suspended views
-Ability to set a style sheet for articles (FAQs)
-Ability to create tickets from a contact card
-Many new performance enhancements

Ability to assign a backup agent: You can now designate an alternate agent to handle your tickets while you are out of the office. When enabled tickets will be automatically assigned to your backup agent without any human intervention.


Ability to view attachments after they are uploaded: Attachments can now be viewed after being attached in the agent portal to allow verification that the correct file was uploaded.

Ability to automatically close the ticket windows after update: Agents can now select to automatically close the ticket window after they’ve updated the ticket or choose to keep it open automatically.


Integration with Zoho Assist: With Cayzu’s Zoho Assist integration, you can now easily send a remote support URL from within a ticket with a click of a button. This makes it easier to be able to request access from a customer or user to control their machine to help them solve their issues.


New role: Ability to turn off SPAM & Suspended views: Administrators can now choose to display or hide the SPAM/Suspended folder view from specific agent(s) using this new option within roles.


Ability to set a style sheet for articles (FAQs): We’ve enhanced our articles by allowing you to add or overwrite default styles for articles with your own custom CSS.


Ability to create tickets from a contact card: We’ve made it easier to be able to create a ticket directly from a user’s contact card. Quickly search for the contact and then Click Create ticket!


Many new performance enhancements: We’ve put a lot of time and effort into speeding up overall performance on the entire system with a strong focus on the main ticket grid and single ticket screens.

Get started today! Cayzu Help Desk is easy to get started with. Just sign up for our no obligation, no credit card trial at: www.cayzu.com/sign-up .

Need more information? Not a problem. Schedule a live demo today!

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

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Great Customer Service Aids Your Bottom Line

Many companies are learning the hard way that how they treat customers impacts their bottom line. Poor help desk/customer service cost U.S. businesses more than $75 billion in 2018, an increase of $13 billion since 2016, according to Forbes. These losses are from customers switching their loyalties—and money—to another company. Reasons customers gave for leaving include rude or unhelpful staff, being unable to speak with a company representative and being on hold too long.

Full Automation Is Unrealistic

Limiting your help desk to online options only is unrealistic. The Northridge Group, a consulting company specializing in customer service, offers insights in a recent report. Respondents to a survey reported several issues with online self-help features, including the following:

  • 65 percent had trouble using websites
  • 69 percent struggled to navigate automated systems
  • 62 percent contacted a company several times to resolve a problem
  • Nearly 10 percent said their issue was never resolved

    An unhappy customer can also impact your reputation by writing a poor review online, which is then accessible to everyone. Businesses must learn to provide excellent customer service, which includes these key components: employee empowerment, use of technology/data and company culture.

Related: Benefits a Help Desk Can Offer Small Businesses

Employee Empowerment

Help desk representatives are your company’s “face,” and may be the only personal contact a consumer has with you. They have the responsibility of relating to customers and sympathizing with their issues. In other words, your reps need to care about the consumer and they need to show it. A rep who takes ownership of a problem and works hard to resolve it shows that customer how much you value them. It also gives them a reason to do business with you again.

Technology/Data

Your reps must have the tools to resolve problems, including access to consumer data, the authority to make decisions and the ability to provide a quick resolution. For customers who prefer to place orders, make payments or get help online, your website should offer these options, along with the ability to call or message a rep if they hit a snag. Technology also allows you to track performance and make quick adjustments to ensure customer satisfaction.

Related: How to keep repeat customers

Company Culture

Your reps need to know not only proper office procedures and how to use your software, but also how to treat customers. It starts at the top, with your company culture. Some businesses spell it out in training manuals and during training sessions, including coaching in using specific words and phrases. But it can’t be just lip service. Your reps know when a company cares by the way you refer to customers and where you put your resources. Their attitudes will mirror yours.

The Value of Customer Relations

For proof of the value of good customer relations, delve into your marketing research to define a customer’s average lifetime value. This amount is what you lose when a consumer switches loyalty. Next, add it to the cost of acquiring a new customer to counterbalance the loss.

In the end, it’s cheaper to keep customers happy than to find new ones. Learn more about how Cayzu can help you provide great customer service, including cloud help desk options.

Cayzu Helpdesk – Make your customers happy!

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Microsoft Teams, Expanded Custom Fields & More New Cayzu Features

The Cayzu Help Desk team is excited to announce our latest feature release!

Here’s what’s included:

  • Integration into Microsoft Teams
  • Added custom field(s) support into email templates
  • Added the ability to assign tickets to groups from the main ticket grid
  • Expanded ticket history
  • Added CC support to the end-user portal
  • Integrated into CloudWorks SSO
  • Re-worked end-user portal settings page
  • Added Portuguese language to the end-user portal
  • Many performance and security optimizations

Integration into Microsoft Teams: You can now keep your entire organization in the know by sending help ticket communications from Cayzu directly into one or many of your Microsoft Team Channels.

Added custom field(s) support into email templates: We have now added the ability to include custom field(s) values in email templates through the use of custom variable support.

Added the ability to assign tickets to groups from the main ticket grid: Agent’s can now more quickly assign tickets to both specific agents and/or groups from the main ticket grid.

Expanded ticket history: We’ve enhanced each ticket’s history by adding the original group that a ticket was assigned to, new group(s) that the ticket has been assigned to as well as the original mailbox that was used when the ticket was created.

Added CC support to the end-user portal: Your end users are now able to specify email addresses to carbon copy (CC) when posting using forms on your end-user portal.

Integrated into CloudWorks SSO: We’ve expanded our SSO capabilities on both the agent and end-user portal to now include support for CloudWorks SSO.

Re-worked end-user portal settings page: We’ve cleaned up this page to make it easier for administrators to now modify their end-user portal’s settings.

Added Portuguese language to the end-user portal: We’ve now added support for the Portuguese language to the end-user portal.

Many performance and security optimizations: We’ve added many performance and security optimizations to improve overall performance and security.



Get started today! Cayzu Help Desk is easy to get started with. Just sign up for our no obligation, no credit card trial at: www.cayzu.com/sign-up .

Need more information? Not a problem. Schedule a live demo today!

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

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Top Five Customer Service Metrics

On a scale of 1 to 10, how is your customer service doing? If you can’t confidently answer that, with data to back it up, then you need to take a look at your customer service metrics. Whether you’ve never heard the term before or you haven’t had the time to properly assess your customer service, here are the top five areas you need to understand when it comes to excellent customer service. These metrics are particularly important if you’re using a cloud-based helpdesk, where you may not have any face-to-face contact with your customers.

Quality Time With Customers

Does your company take the time to stop and listen to your customers? Whether chatting on social media or calling on the phone, time with customers is an important feature of any customer service team. Ensure each customer is heard, understood and able to get their questions answered without a follow-up call.

Rapid Response Times

If you study your customer responses carefully, you may discover that response times are typically one of the most vital factors of great customer service. A fast response can communicate that your customer’s message is important. Set goals and work hard to respond to every customer ticket within a certain time frame. If you use a cloud help desk, like Cayzu, you’ll be able to get visibility into how well your customers are getting taken care of. .

Effective Retention

Do you know how many customers use your product or service? By carefully monitoring your customers and their habits, you’ll be able to identify your effectiveness at customer retention. Keeping loyal customers is a key to any business, but especially important for SaaS businesses.

Efficient Service

Another essential customer service metric is the quality of your service. From inventory management companies to helpdesk businesses, you need to set a quality standard for your company and each employee. By understanding what stellar service looks like, you’ll be able to reach for that goal with every customer interaction.

Consider using our helpdesk software to keep you on track. Set goals for your company, reminders for response times and automate your email system in order to save time and improve your efficiency.

Returns and Cancellations

If you sell products, returns can be a huge drain on your company. The additional time and money involved in shipping and handling the same products again can be devastating to a small business. Companies that sell services and subscriptions can similarly struggle with frequent cancellations. Use every opportunity you can to learn why customers are leaving your company. This can obviously help you not only offer them the products and services they need to return, but also encourage other customers to stay loyal to your brand.

Track Your Customer Service Metrics With Cayzu

Now that you have a handle on the five most important customer service metrics, it’s time to start gathering information and addressing problems. In order to effectively gather and analyze this level of information about your company and your customers’ experiences, let us help. Contact us today to benefit from intuitive, cloud-based helpdesk software that can provide you with comprehensive analytics. Our software is a fast and convenient way to maximize your customer service and keep your loyal customers satisfied.

Cayzu Helpdesk – Make your customers happy!

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New Look & Feel with More Visibility – Latest Cayzu Feature Release

The Cayzu Help Desk team is excited to announce our latest feature release!

Here’s what’s included:

  • New look & feel
  • Facilitated navigation with paging
  • Assignment rule used now in ticket’s history
  • Send & update now automatically stops timer
  • Ability to require a ticket’s description
  • Added support for strong passwords
  • Performance updates for main & single ticket screens

New look & feel: Inline with our promise to keep delivering new & exciting updates, we’ve updated our GUI with a new fresh look & feel with more visual changes coming soon!  Want to see it live, login or sign up for a trial.

Facilitated navigation with paging: It’s now easier to navigate through the help desk with page numbers.  This change has added automatic paging to the tickets grid, agents, groups, forms and custom fields screens.

Assignment rule used now in ticket’s history: Trying to figure out why a specific ticket came to your group or why a status was changed? Not a problem, we’ve now added the assignment rule used to each ticket’s history .

Send & update now automatically stops timer: If you are using time & billing it will be now easier to not forget to stop the timer by having the system stop it for you automatically when you click either “Send & update” or “Send & resolve” on the single ticket screen.

Ability to require a ticket’s description: We’ve now made the description required in order to submit a ticket on your end-user portal.  You can also hide and default this field if it’s not required.

Added support for strong passwordsAll passwords must now contain at least 6 characters which must include a combination of a lowercase, uppercase & numeric characters.

Performance updates for main & single ticket screens: Multiple speed optimizations added to the system to increase performance worldwide.

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Like what you read? Get started today! Cayzu Help Desk is easy to get started with. Just sign up for our no obligation, no credit card required trial at: www.cayzu.com/sign-up .

Need more information? Not a problem. Schedule a live demo today!

We look forward to your feedback as you use Cayzu HelpDesk!

Cayzu Helpdesk – Make your customers happy!

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How to Build a Customer-Focused Business

Providing excellent help desk service is vital to ensuring that new customers become repeat customers. It also makes it easier for you to attract new ones when they write a great review or recommend your company in other ways, including word of mouth or social media. Poor service can not only cost you existing customers, but it can also hurt your attempts to attract new ones because unhappy customers have the same power as happy ones to pass along a review. So, how can your company ensure it is providing great help desk/customer service? It starts with your employees.

Employees Come First

Can unhappy workers make your customers happy? Probably not. That’s why it’s essential that your company puts its employees first. Treat them well and give them reasons to stay. Along with offering perks (if possible) and benefits such as health insurance, keeping employees happy means engaging them in their jobs, making them part of the company’s success and supporting their professional growth.

Hire the Right People

Look for those who have the right attitude, not just who will be a good fit or who has the best skills when you’re hiring new workers. Give job candidates real-life examples of consumer issues and assess their answers for how they would treat your customers.

Invest in Training

Along with training on company policies and procedures, have your support representatives use and test your company products. They’ll be able to relate better to customer issues and understand better how to resolve a problem.

Empower your Reps

Give them your guidelines, but let them know they can be bent. Encourage them to be creative in finding solutions in keeping with your goal of making your customers happy. Let them know that it’s okay to say “I don’t know” if they’re not sure about something. They can ask for help or get a supervisor involved if needed, and customers won’t mind at all.

Refer Customers to Another Company

When you put the customer first, that includes sending them to a competitor if you can’t meet their needs. You may lose a sale now, but the customer will understand that you care more about their satisfaction, and they are likely to return to you in the future as someone they can trust.

Make Regular Follow-Ups

Show customers you care by following up after an issue or sale. A phone call or email lets them know you are interested in their satisfaction and value their loyalty. It also helps you gather helpful feedback that can inform your company’s goals and direction.

Customer Service Is Everyone’s Job

Remember that all employees, not just your helpdesk or customer service staff, need to embody the same philosophy of customer satisfaction above all else. Consider training all employees, no matter their rank or department, as a customer support member, so they understand the end goal and how it applies to every position. In the end, customer satisfaction is the job of everyone who works for you.

Creating a customer-focused company can take time. Discover how Cayzu can help you implement customer satisfaction solutions, including cloud helpdesk service, that will ensure your company’s success.

Cayzu Helpdesk – Make your customers happy!

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Ticket Dependencies, Usability & Performance Updates – Latest Cayzu Update Copy

The Cayzu Help Desk team is excited to announce our latest feature release!

Here’s what’s included:

  • Ticket dependencies
  • BCC support added to tickets
  • Expanded CC support
  • New role – Ability to delete a ticket reply
  • Added table support for Articles
  • End-user usability updates
  • New SSO parameters for the agent portal
  • Ability to clone email templates for a brand
  • Enhanced formatting options for agent signatures
  • Performance optimizations
  • API updates
    • API: Ability to add/update CC on a ticket or get list of cc on a ticket
    • API: Returning custom fields for a company
    • API: Ability to return all the groups
    • API – Ability to attach files via API
    • API – Ability to add/update tags, group on a support ticket
    • API – Ability to delete a ticket via the api

 

Ticket dependencies: Ticket dependencies can help you better understand which tickets should be completed before others or if they are related.   Tickets can either “Block” or “Be Blocked” by another ticket.  For more details see this FAQ.

BCC support added to tickets: When creating ticket as an agent it might be necessary to BCC another email address to inform them of the ticket’s creation.  This has now been added to the create ticket page for agents.

Expanded CC support: On both the add ticket page and single ticket page for agents, you can now easily add a CC (or BCC) on the fly without having to first add them as a contact.

 

New role – Ability to delete a ticket reply: We’ve expanded our roles to now allow you to block the ability for agents to delete a ticket reply.

 

Added table support for Articles: We’ve added the ability to create and manage tables within your articles (FAQs)

 

End-user usability updates: The search function on your end-user portal has now been expanded to be included on all pages of your end-user portal.  We’ve also cleaned up the end-user’s menu after logging in.

New SSO parameters for the agent portal: We’ve added new parameters to make it easier for agent’s to log in using SSO by not requiring the agent to have to input the SSO type and/or the domain name.  For more information, see this FAQ.

Ability to clone email templates for a brand: Managing multiple brands is now easier with the ability to copy email templates from other brands upon creation or editing of brands.

 

Enhanced formatting options for agent signatures: We’ve expanded the customization of an agent’s signature to now include the ability to change font’s and colors.

Performance optimizations: Multiple speed optimizations done to the system to increase performance worldwide.

API updates: We’ve expanded the API to now include the following new calls:

  • API: Ability to add/update CC on a ticket or get list of cc on a ticket
  • API: Returning custom fields for a company
  • API: Ability to return all the groups
  • API – Ability to attach files via API
  • API – Ability to add/update tags, group on a support ticket
  • API – Ability to delete a ticket via the api

 

For more details, visit our API page.

 

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Like what you read? Get started today! Cayzu Help Desk is easy to get started with. Just sign up for our no obligation, no credit card required trial at: www.cayzu.com/sign-up .

Need more information? Not a problem. Schedule a live demo today!

We look forward to your feedback as you use Cayzu HelpDesk!

Cayzu Helpdesk – Make your customers happy!

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Salesforce help desk “desk.com” is retiring – checkout our alternative!

There’s few online services that can help you manage customer interactions like a helpdesk service. Thousands of businesses have used Desk.com for their services, until a recent announcement. With Desk.com no longer taking customers, you need a new customer service tool. That’s where Cayzu can help.

Desk.com Discontinued

Salesforce has decided to end their cloud help desk service in place of a more streamlined, simple solution. However, it can be expensive and risky to jump onboard a new help desk. Since your company is already looking to learn a new system, it’s a great time to check out some other, popular alternatives. You’ll even find some innovative features that weren’t supported by Desk.com.

Alternative Help Desk Platform

At Cayzu, we have one of the easiest systems to learn. With plenty of built-in features, it’s simple to learn and easy to maximize your time. Here are just a few of the popular features we think you’ll love:

  • Multiple channel support: You could spend all day checking your email, website, socials, etc. Supporting multiple channels means combining all these communication technologies into a single, simple portal.
  • Automated emails: Sifting through emails to forward to the right coworker is an inefficient system. Save yourself the headache by using an automated system that can automatically sort bills, IT questions and other types of emails.
  • Back-office: Our back-office offers real-time reports and data to help you gather the analytics you need to improve your workflow.
  • Collaborate instantly: With our platform, you’ll never have to sit through a dull conference room meeting again. Keep your team on the same page remotely and efficiently.
  • Affordable price: Whether you’re looking to grow or already have a large team, we offer excellent prices for any size of team. The larger the team, the more of a discount you’ll receive. Don’t worry about onboarding costs, migration fees or any other hidden fees designed to trick you out of your money.
  • SLA rules included: Instantly rank tickets in terms of priority, and respond to urgent messages faster.

Our helpdesk has your small to medium sized business in mind. You’ll enjoy streamlined services for your users, and you can customize your own personal rules.

Once you choose our service, you can select from a number of levels. Each one is priced per agent, per month. We even have our FREEDOM plan that gives you up to 70 agents for one low monthly fee!

Onboard Today

Don’t get distracted with complicated systems and time-consuming manual operations. Contact us today for free on boarding with our highly intuitive cloud-based helpdesk. If you’re not sure, you can even try it out with a free trial.

Don’t stress about losing Desk.com, but take this as an opportunity to branch out and discover how a new, dynamic software can help you cut down on the time it takes to sift through emails and respond to customer tickets.

Cayzu Helpdesk – Make your customers happy!

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Improved Merging, Internal Notes & 10 Other New Cayzu Help Desk Features

The Cayzu Help Desk team is excited to announce our latest software update!

Here’s what’s included:

  • Redesigned agent’s New Ticket screen
  • Added merge capabilities to the main ticket grid
  • Enhanced visibility with internal notes
  • Visualization improvements for merging
  • Expanded company details
  • Expanded SLA report
  • Expanded Agent summary report
  • Added custom fields to ticket print option
  • Added SSO Okta support to the end-user portal
  • Added breadcrumbs to the end-user portal
  • Added export ability for time sheets via the API
  • New variable – Public link for main brand only (Multi branding)

 

Redesigned agent’s New Ticket screen: We’ve updated the + New ticket creation page for agents to make it more usable and flow more efficiently.

Added merge capabilities to the main ticket grid: Now it’s easier to merge one or many tickets from the main ticket grid (previously only allowed when editing a single ticket).

Enhanced visibility with internal notes: Tickets that have a targeted agent through an internal note will now show “I.N”, a visual queue on the main ticket grid indicating that your attention is needed. This will make it easier to identify which tickets need responses to internal notes by specific agents.

Visualization improvements for merging: Merging is now much more visually descriptive within tickets by the system putting in a message in the ticket’s threads.

Expanded company details: We’ve made it easier for you to get company details while:

  • Viewing a company’s contact card.  We now display all company data including custom field data without having to edit the company.

  • Working on a ticket.  We now display the associated contact’s company (if applicable) as a live link – this allows you to easily navigate or edit the company if required as well as adding the extra company details in the More Information button.

Expanded SLA report: We’ve added more details to the SLA report to include these data points: Ticket #, Subject, Company, Requester, Agent name, Requested time, Initial response broken by, Resolved time broken by, Status & Product.

Expanded Agent summary report: We’ve added more details to the Agent Summary report to include the following dating points: Agent, # of Ticket assigned, # of Tickets resolved, # of Tickets pending, # of Tickets reopens, Avg. Initial response time & Avg. Resolution time.

Added custom fields to ticket print option: Printing a ticket using the print option will now include custom fields.

Added SSO Okta support to the end-user portal: We’ve integrated into Okta’s SSO engine to allow Okta users to automatically log in to the end-user portal using Okta.

Added breadcrumbs to the end-user portal: We’ve added breadcrumbs to make it easier for your users to navigate the end-user portal. On top of that we’ve also added a greeting and their name!

Added export ability for time sheets via the API: We’ve expanded the API to now include the ability to pull out time sheet data.

New variable – Public link for main brand only (Multi branding): Used for multi branding purposes – to enable cross brand public variable link for users to view tickets.

 

Like what you read? Get started today! Cayzu Help Desk is easy to get started with. Just sign up for our no obligation, no credit card required trial at: www.cayzu.com/sign-up .

Need more information? Not a problem. Schedule a live demo today!

We look forward to your feedback as you use Cayzu HelpDesk!

Cayzu Helpdesk – Make your customers happy!

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Scheduled Exports , View Management & 12 other Cayzu Help Desk Features

The Cayzu Help Desk team is excited to announce our latest feature release!

Here’s what’s included:

  • Ability to schedule ticket data exports
  • Ability to manage views
  • Ability to merge across different requester’s
  • Sort & stop functions added to assignment rules
  • Private forms
  • Consolidated view/edit for contacts
  • Alphabet sorting added for contacts/companies
  • Optimized “Create new ticket screen” for agents
  • Added SLA support for groups
  • Ability to add TAGS to views
  • Better handling for bounced emails
  • New custom field type (Company list)
  • Ability to allow a contact to see all assets from their company
  • Exposed Ticket Closed By Agent letter

 

Ability to schedule ticket data exports: Agents can now schedule their data exports to be automatically sent to them via email on a pre-defined schedule and time.  Manual data exports will also auto save the last selection made.

 

Ability to manage views: Admins can now either allow their agents to manage their own views or manage the views for them.  Choose to create, edit or hide views for yourself or all agents.

 

Ability to merge across different requesters: One of the most popular requests we’ve had so far!  Agents can now merge tickets from different requesters while customizing the closing ticket message.

Sort & stop functions added to assignment rules: Admins can now sort the order of assignment rules and setup stop rules.

 

Private forms: Admins can now create forms that will only be accessible from the agent portal.  Great for those forms that are sensitive such as employee termination forms.

 

Consolidated view/edit for contacts: It’s now easier to both view & edit a contact.  Both functions will now be done from the same screen.

Alphabet sorting added for contacts/companies: Finding a company or contact is now much easier by simply clicking a letter of the alphabet to then browse by the corresponding starting letter.

 

Optimized “Create new ticket screen” for agents: We’ve reduced the number of fields that are required when creating a ticket in the agent portal by removing any fields that didn’t have a selection.  Stay tuned for phase 2 of this usability update in the near future.

 

Added SLA support for groups:  Admins can now set up Service Level Agreements (SLAs) on groups.

 

Ability to add TAGS to views: Agents can now choose to display TAGS as one of their columns to be displayed on their ticket grid.

 

Better handling for bounced emails: Agents are now notified if an email is not delivered to a user for any reason including bounces or bad email addresses.

 

New custom field type (Company list): The company list custom field type is used by organizations looking to be able to assign work to specific companies while retaining ownership of the ticket.  This new custom field Is added as drop down in the end-user portal.

 

Ability to allow a contact to see all assets from their company:  Contacts can now be given privileges to be able to see and select all assets when they sign in to the end-user portal.

 

Exposed Ticket Closed By Agent letter: We’ve now exposed this letter so administrators can choose to disable or edit this letter.  Useful if you don’t want to receive ticket closure emails from the system.

 

Like what you read? Get started today! Cayzu Help Desk is easy to get started with. Just sign up for our no obligation, no credit card required trial at: www.cayzu.com/sign-up .

Need more information? Not a problem. Schedule a live demo today!

We look forward to your feedback as you use Cayzu HelpDesk!

Cayzu Helpdesk – Make your customers happy!

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