After Hours Support & more – New @ Cayzu Help Desk

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

Here’s what’s included:

-After Hours Support
-Expanded SLA support
-New Export Options
-Ability to Set Ticket Urgency by Email
-Exposed New Email Templates
-Expanded Scheduled Reports
-Expanded CAPTCHA support
-Enhanced Search for End-User Portal
-Performance Optimizations
-Misc bug fixes and other optimizations


After Hours Support: We’ve added support for tickets that are received in your help desk outside of your regular business hours. This means that your users/customers will get a new customizable email template instructing them that they’ve reached you out of your regular business hours.

Expanded SLA Support: We’ve expanded SLA’s to include more available time periods including two and three weeks.

New Export Options: We’ve added more items that can be exported manually or via a schedule.

Ability to Set Ticket Urgency by Email: We’ve added more email integration by allowing the system to automatically read the “urgent” flag from popular email programs like Outlook and Gmail. Emails sent with the urgent flag will now be automatically marked as urgent in your help desk.

Exposed New Email Templates: You can now modify more email templates including the “Forward to 3rd party” template.

Expanded Scheduled Reports: We’ve added the ability to turn on/off scheduled reports, added the ability to run them on demand as well as added monthly and yearly options.

Expanded CAPTCHA Support: We’ve added CAPTCHA support to both portals that automatically turn off after 3 failed log in attempts.

Enhanced Search for End-User Portal: We’ve improved our search in the end-user portal making it easier for your users/customers to find what they are looking for.

Performance Optimizations: We’ve improved overall speed and reliability of the system through various optimizations.

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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What Your Customers Are Not Telling You

Most customer service helpdesk calls end with the customer saying, “Okay, thank you.” It is what they say after the call terminates that reveals how the interaction went. It could be, “They took care of our problem” or it might be more like, “We tried that, now what?”

Tapping into that vital information about how the customer is feeling is not always an easy matter. People are generally too polite to tell the agent that the company is doing a terrible job. That is until the frustration level climbs to the point of an angry blowup. Occasional surveys arriving by email or snail mail may provide some answers to help fuel changes, but these are usually too long for customers to take time with since they are periodic in nature.

2-Way Communication

Providing excellent customer service boils down to listening intently to what your customer wants to communicate to you and about you. Social media is one way to collect data about customer experience. Today’s users do tend to express themselves honestly in that forum. Cloud help desk applications can help you efficiently gather, sort and make action plans based on how your customers have responded to your service efforts.

A real conversation begins when both parties have something to say and a genuine desire to listen. You can assume that your customer wants to hear from you since they are turning to you to meet some need in their life. What many business owners are just starting to learn is that their customers have information vital to their success and most of them are just waiting for a proper avenue by which to communicate. By providing your customers with an efficient way to talk with you and taking the extra step to listen and implement their suggestions gives you a definite competitive edge in today’s marketplace.

Small Chunks of Feedback

Another avenue for collecting information about how you are doing is with targeted customer surveys. By directly asking your customers how well you are meeting their expectations in a variety of areas, you may uncover some mistakes you are making that you can quickly correct. With surveys, you can pinpoint simple things such as the hold music is irritating all the way up to serious product flaws.

Cayzu allows companies to implement short surveys easily that go to the customer automatically at the end of each interaction. Since these surveys are immediate, they are relevant to the customer’s recent activity, which typically provides you with more timely and accurate answers.

Strategic, Short and to the Point

Surveys can be contextually sensitive so that well-aimed questions can provide granular feedback from your customers. Fewer generalizations on your end of the conversation mean more specificity in the answers. Keeping the survey focused on the issues discussed in the last phone call or exchange makes the answers easier to categorize and incorporate into improvement plans.

Tools You Need

Are you sure that you are holding up your end of keeping that two-way conversation going with your customers? If you are not, they will be the first to notice, and they may wait to tell you until it is too late to keep them. Try out Cayzu cloud help desk application at no cost or obligation today, and give your customers’ a better way to tell you what they want you to know.

Cayzu Helpdesk – Make your customers happy!

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Get to Know Your Customers With Conversational Service

In the simpler times of the past, business owners and customers developed personal relationships naturally. The butcher knew your name and what cuts you preferred. Your car mechanic likely understood your driving habits and the intricate details of your car’s repair history. As society evolved, these types of close connections between companies and the people they served became difficult to maintain.

The increased scale of business coupled with the fast pace of culture made it impossible to hold on to providing individualized and high-quality service. Stories of cold, impersonal interactions with corporate menu phone trees and frustratingly inept helpdesk agents have even become part of the broader cultural meme.

The good news is that this situation is rapidly changing thanks in large part to the adaptation of technology that helps adjust to the new metrics and assists businesses once again to treat their customers with dignity and respect. It’s called “conversational support,” and while it is a hot new buzzword, as we’ll see, it’s also a throwback to a time when businesses had the means to help meet basic human needs.

Personal Relationships
Using technology helps businesses to connect with their customers’ needs and desires. By keeping information about clients accessible to the ones serving them, modern support systems make it easier to reintroduce the human element into business. Utilitarian transactions serve a limited function when it comes to getting repeat business. Delighting your patrons by getting to know their interests, passions and challenges keeps them coming back for the long term.

Seamlessly Blended Communication Channels
Customers in the past didn’t have as many ways to contact businesses as they do now. Back then it was stop by, call or write a letter. Now, we have many ways to keep in touch. Here are a few of the more common electronic means, but I bet you can think of more.

  • phone
  • email
  • social media posts
  • web forms

Keeping track of customers through all of these communication channels is challenging. The older paradigm viewed each contact as an isolated incident with its own assigned ticket number. It was the only way to keep everything organized. The big drawback to this sort of thinking was that it limited and tended to frustrate the customer. With recently developed support programs, your personnel can gather, access and efficiently respond to communication from all channels from a single application.

A Broader Perspective
When a customer reaches out to a company support line, it isn’t happening in a vacuum. The customer has gone through a series of steps beforehand. Cloud help desk programs like Cayzu help build a profile of activity for the customer so that the support agent does not have to start at square one. By having access to information about what the customer has already done (called in, texted, checked the knowledge base, etc.), the agent is better equipped to provide thoughtful, non-repetitive suggestions that can move the customer quickly to a solution.

Exceptional Service
When you provide conversational service to your customers, you will develop long-term friends who will happily do business with you for years to come. Learn more about the power of what cloud help desk technology can do for your organization by setting up a free, no-obligation trial of Cayzu today, and start reaping the benefits of providing a new level of experience to your customers.

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Private Tickets & Updated Automation – New @ Cayzu Help Desk

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

Here’s what’s included:

  • Ability to Create Private Tickets
  • Expanded Assignment Rules to Include Private Tickets
  • Performance Improvements
  • Misc Bug Fixes & General Optimizations

Ability to Create Private Tickets: Private tickets allow you to create a ticket on behalf of a customer/user without the customer or user being privy to it. Private tickets won’t be emailed to the customer/user nor will they be available if the user logged in to your end-user portal. To learn more, see this FAQ.

Expanded Assignment Rules to Include Private Tickets: Assignment rules have been expanded to include the ability to set a ticket as “Private” or “Public”

Performance improvements: We’ve increased overall performance and speed through various optimizations.

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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CAPTCHA, Sorting Articles and More – New @ Cayzu Help Desk

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

Here’s what’s included:

-Ability to sort Articles (FAQs)
-Ability to enable CAPTCHA on the end user portal
-Ability to set style sheets for articles
-Ability to select Internal Note or External Reply by default
-New API call
-Search improvements
-Performance improvements

Ability to sort Articles (FAQs) : Through the articles tab you will now be able to sort your articles; folders, sub folders & the articles themselves.


Ability to enable CAPTCHA on the end user portal: Want to stop spammers in their tracks? You can now enable Google’s CAPTCHA on your forms hosted on your end-user portal.



Ability to set style sheets for articles: Customize the look and feel of your articles (FAQs) by using your own custom style sheet.

Ability to select Internal Note or External Reply by default: We’ve added the ability to choose your agent’s default reply method when answering support tickets.

New API call: We’ve expanded the API calls for retrieving Assets categories and assets through the API.

Search improvements: We’ve improved search to make it easier to find what you are looking for.

Performance improvements: We’ve increased overall performance and speed through various optimizations.


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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6 Considerations for Businesses Choosing Between Cloud Help Desk and Onsite Solutions

Businesses in today’s world often struggle to choose between cloud help desk software and an onsite solution. There are so many options available that it makes many IT professionals overwhelmed and they simply choose what is familiar. Despite the familiarity of onsite solutions, there are plenty of benefits to use the cloud. If you have questions about the different helpdesk options for your business, consider these key factors.

1. Consistent Updates
and Licensing

One of the most frustrating aspects of onsite solutions is the fact that you are stuck with the product as-is until the next physical update finally comes around. With cloud-based systems, improvements come often and automatically. Most cloud help desk software is updated once a month.

Depending on the software, updates might come as often as once a week. The needs of your customers and the market are constantly changing. Utilizing cloud solutions helps you adjust to fluctuations and address new challenges.

2. Affordability

Onsite solutions come with high costs, especially upfront. Initial installation of equipment and software causes businesses to make choices that could limit their capabilities later on. It’s hard to scale back or enhance your utilities according to changes in the business. Cloud solutions give you affordable upfront costs with the ability to adapt by scaling back per user or making changes to your subscription.

3. Remote Accessibility

One of the key advantages of using a cloud help desk from Cayzu is the ability to access the software via your phone, tablet, or computer away from the office. Accessing your data and collaborating with team members can be accomplished any time, anywhere. Unlike onsite solutions, cloud software gives businesses convenience and accessibility to increase productivity and promote collaboration.

4. Maintenance Needs

Perhaps the biggest downfall of onsite solutions is the fact that computers and servers need consistent maintenance and break. The need for regular maintenance requires you to hire IT professionals as an ongoing expense. Cloud based software eliminates these frustrations and costs with consistent upgrades and fixes.

5. Separate Teams

If your company has employees that are dispersed in different cities, states, or countries, onsite help desks have serious limitations. The limitations are true for companies who have employees who travel frequently. Having your help desk hosted in the cloud allows for dispersed and traveling teams to keep working.

6. Effective Support

Using a cloud-based help desk allows you to improve efficiency with helpful tools such as automated emails, custom rules, and SLA rules. It also provides businesses with multiple products or brands with the ability to have multiple end-user portals. Businesses can communicate with customers via multiple channels to go above and beyond expectations.

Businesses can experience more efficiency, productivity, and collaboration after using cloud-based solutions. Onsite solutions can come with multiple limitations that hinder your business’s ability to thrive. Cloud-based solutions come with the convenience and accessibility that businesses need to stay relevant and address new problems. While some edge use businesses may still find uses for onsite solutions, cloud software has become a trusted solution to many of today’s business owners.

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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.

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