Integrated Customer Satisfaction Surveys & 7 other Cayzu Help Desk New Features

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

Here’s what’s included:

  • Integrated customer survey (CSAT)
  • Integrated customer survey reporting
  • Added ADFS 3.0 SSO support
  • Added Azure SSO support
  • Ability to specify the customer first name as a variable
  • Ability to hide/default Subject and Description fields in custom forms
  • Redesigned the UI for reports
  • Speed improvements for Ticket Counts

 

Integrated customer survey (CSAT):  With Cayzu’s newly integrated customer surveys you’ll be able to automatically send out customer surveys to get direct feedback from your users to see how your support agents are doing!  And the best part is that all the feedback is easily reported on!

Integrated customer survey reporting: With our new Satisfaction report all the feedback and ratings your team receives from your users are now easily reported on.  Filter by specific agent group, specific company or contact and much more!

Added ADFS 3.0 SSO support: We’ve expanded our SSO capabilities to now make it even easier to tie into Active Directory using the ADFS 3.0 protocol.

Active Directory - Cayzu Help Desk

Added Azure SSO support: We’ve expanded our SSO capabilities to now make it even easier to tie into Active Directory using Microsoft’s Azure cloud platform.

Ability to specify the customer first name as a variable: Maybe one of the biggest wants from our customers was the ability to use a new variable that addressed customer’s by their first name, instead of their full name.  Now it’s possible by using %first.name% !

Ability to hide/default Subject and Description fields in custom forms: Another big want from customers: the ability to hide the Subject & Description field to customers.  This is now available in custom forms management.

Redesigned the UI for reports: We thought it was time to make things look a bit prettier so on top of adding our thirteenth report (the Satisfaction report) we’ve also made our report section look a bit nicer!

Speed improvements for main ticket grid: Part one of our dedication to making Cayzu Help Desk the fastest cloud help desk, we improved the speed on our main ticket grid with much more speed optimizations to come!

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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Mobile Responsive End-User Portal + 7 Other New Cayzu Help Desk Features

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

Here’s what’s included:

  • Enhanced Mobile Friendliness for the End User Portal
  • Added the ability to export contacts and companies to excel
  • Added the ability to import assets via the API
  • Enhanced the ticket import process via the API
  • Enhanced granularity to what can be customized on the end-user portal
  • Added 15 minute time increment to SLA’s and other event drop downs
  • Added additional formatting options for both Create & Reply to a ticket
  • Bug fixes

 

Enhanced Mobile Friendliness/Responsiveness for the End User Portal: In this latest update, we’ve made the end-user customer portal look even better on mobile devices!

Added the ability to export contacts and companies to excel: You can now export your contacts and or companies to excel using our built in, native export tool.

Added the ability to import assets via the API: Following this FAQ, our customers can now import their existing assets into Cayzu Help Desk making it simpler to get started.

Enhanced the ticket import process via the API: We’ve improved our ticket import template to now support custom fields and ticket replies, making it easier to switch over to Cayzu Help Desk from another system.

Enhanced granularity to what can be customized on the end-user portal: We’ve now added more functionality that allows you to customize even more of your end-user customer portal including the ability to hide new sections; feedback, submit a request link &  submit feedback.

Added 15 minute time increment to SLA’s and other event drop downs: Prior to the release the quickest you could send out an escalation email for an SLA was either 1 minute or 30 minutes.  We’ve added a new time increment, 15 minutes.

Added additional formatting options for both Create & Reply to a ticket: We’ve expanded the formatting options to include indent, tables and bullet points.

 

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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Newly Revamped Multi-Ticket Screen + 7 Other New Cayzu Help Desk Features

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

Here’s what’s included:

  • Newly revamped multi-ticket screen
  • Integration into SAML 2.0 (enhancing SSO)
  • Enhanced SSO to now support independent configuration per brand
  • Ability to notify/target specific agents when writing an internal note
  • Enhanced the support widget – supports multiple forms and enhanced customizations through CSS
  • Android APP now supports custom fields
  • Ability to force the requirement of both the Dropdown and Dependent custom fields
  • Integration into OneLogin (custom connectors)
  • Multiple other bug fixes and general performance upgrades

 

Newly revamped multi-ticket screen: We’ve spent a lot of time designing and improving the look and feel and usability of the new multi ticket screen will start acting as our new dashboard.  Using the below image as reference, here is what changed:

1-New look & feel – we’ve revamped the look and feel to make it more current and organized.

2-Ability to quickly Take a Ticket (assume ownership), Assign a Ticket and Delete a Ticket – All now done by hovering over a ticket.

3-Easier to now view and select your filters/views –We’ve expanded your views/filters on the left to make them easier to see and use.

4-More granularity with custom view creation –We’ve now expanded the ability to customize your ticket grid by allowing you to not only select ALL the columns you want to display but also be able to re-arrange the order as well.

5-Enhanced the ability to preview a ticket’s detail- From the main ticket grid, you will now be able to hover over a ticket to view not only the original message but also the latest comment.

6-New Overview view/filter- We’ve created and consolidated the most common views in a new filter/view option called: “Overview”. This will allow you to get a better/quicker view of tickets that need you or your team’s attention.

7-Recent Activity now available on your ticket dashboard – We’ve now made it easier to quickly re-visit existing tickets that you’ve worked on by listing them below the new filter/view table.

 

Integration into SAML 2.0 (enhancing SSO): We’ve now enhanced our SSO capabilities with the addition of SAML 2.0 integration.

Enhanced SSO to now support independent configuration per brand: Do you have multiple brands & end-user portals that each have their own unique personality and look and feel? Well now, you can now also support SSO/SAML individually for each brand as well.

Ability to notify/target specific agents when writing an internal note: Internal notes became much more powerful with the ability to target a specific agent(s) when working in a ticket.  Enable true team collaboration and get the help you need from the right people without having to re-assign a ticket.

Enhanced the support widget – supports multiple forms and enhanced customizations through CSS: The support widget now supports multiple forms as well as enhanced CSS customizations so you can now more easily build it into your own web site or internal portal.

Submit Ticket Widget Fro Brand Cayzu Helpdesk support

Android APP now supports custom fields: The Android app now supports viewing tickets with custom fields but also lets you use custom fields during ticket creation.

Ability to force the requirement of both the Dropdown and Dependent custom fields: We’v expanded custom fields to now allow you to set more granular control for both the drop down and depended field types.

Integration into OneLogin (custom connectors): Customers utilizing OneLogin can now expand their SSO/SAML log in duties using the OneLogin/Cayzu integration.

 

Like what you read? Get started today! Cayzu HelpDesk 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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New Single Ticket Screen & 4 other Cayzu Help Desk Features

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

Here’s what’s included:

  • Newly designed single ticket screen
  • Ability to create TAGS on the fly
  • Ability to export TAGS from the ticket data export
  • Expanded Assets to include more details
  • Ability to customize folder icon colors – end user portal
  • Bug fixes & more

 

Newly designed single ticket screen: Our new fresh design exposes commonly used actions for easier access but also reduces the amount of clicks that need to be performed by agents.  The new floating status bar also makes it easier for agents to update tickets on the fly.

Ability to create TAGS on the fly: TAGS are now easier to use by being able to create TAGS easily and quickly right from the create/edit ticket screen as well as the article screen.

Ability to export TAGS from the ticket data export: We’ve now added the ability to export TAGS from the main ticket export so you can more easily manipulate the data that you need.

exporting help desk ticketing system

Expanded Assets to include more details: We’ve now made it easier to identify and quickly check assets that are associated to a company by expanding the display of assets on a company’s contact card.

Ability to customize folder icon colors – end user portal: Now on top of being able to customize the colors of banners, text etc.. you can also now customize the color of you article folder icons!

 

Get started today! Cayzu HelpDesk 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. Join an upcoming webinar or schedule a live demo today!

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

 

 

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Revamped End-User Portal + 5 other new Cayzu HelpDesk Features

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

Here’s what’s included:

  • Newly re-designed & revamped end-user customer portal
  • Ability to create folders & sub folders for articles
  • Integrated into Let’s Encrypt for quicker encryption of end-user portals
  • New export item – Total billed time
  • New export item – Groups
  • New email variable for auto-login of Active Directory
  • Misc. bug fixes & other optimisations

Newly re-designed & revamped end-user customer portal

Our newly beautifully redesigned end-user portal not only gives your end-users a more visually appealing look & feel but also gives you more control on how you can edit it.  Customising and branding your end-user portal is now done online so you can see the changes as you make them.  To get a better understanding of how it works, please see this video.

Ability to create folders & sub folders for articles

You can now create your own folders and subfolders to better organise your knowledge base for your end-users.  Previously you needed to add your FAQs to our pre-defined folders (FAQs, Topics & News) but this restriction has now been lifted and you will be free to build your own! To get a quick preview, log in to your agent admin portal or see this video.

 

Integrated into Let’s Encrypt for quicker encryption of end-user portals

We’ve now made it easier to encrypt vanity end-user portals without requiring a whole bunch of extra information which really slowed down the process.  Adding an SSL cert to your own portal is now seamless and quick.

New export item – Total billed time

In our quest to always improve what you can easily export from the web based helpdesk system, we’ve gone ahead and added the ability to export the “Total Billed Time” that was spent on a ticket via the main ticket export.

 

New export item – Groups

Directly from customer feedback, we added the ability to export your groups to make it easier to identify changes that you may need to perform.

 

New email variable for auto-login of Active Directory

We’ve added a new email variable that makes it easier and quicker for you to automatically log in and access the web based helpdesk agents when utilizing SSO.

 

Get started today! Cayzu HelpDesk 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. Join an upcoming webinar or 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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Round Robin Distribution, New Look +10 New Cayzu Features

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

  • New look & feel for the Agent Portal (Phase 1)
  • Round Robin (Automatic distribution of tickets)
  • Enhanced Agent Collision
  • Search now includes optional filters
  • SSO added to the agent portal
  • Integration into HubSpot CRM
  • Push notifications added to the Android App
  • Ability to set time zone by agent
  • Added support for the Arabic language
  • Ability to export products
  • Ability to specify the primary group
  • New exportable fields on the ticket grid
  • Misc bug fixes & optimisations

 

New look & feel for the Agent Portal (Phase 1): we have started our process of upgrading to a new modern look and have moved our menu from the top of the screen to the left side of the screen. The new left side menu is retractable and naturally easier to use.  This is only the first phase of our huge plans to completely re-design the solution to make it easier & much more beautiful for you to use so stay tuned!

New Look & Feel

Round Robin (Automatic distribution of tickets): Cayzu’s native Round Robin scheduling allows your help desk to auto-assign tickets in a circular fashion to available agents by group.  Round Robin saves you the time and hassle of having to figure out who a ticket should be assigned to.


Enhanced Agent Collision: We now make it even easier for you to know when another agent is either answering or viewing a help desk ticket.  Avoid duplicate ticket responses and worst, mismatched/conflicting answers to your customers with agent collision.


Search now includes optional filters: You can now filter exactly what you’d like to find by using optional search filters.  Know that you’re looking for a past ticket or FAQ, well now you can specify that.

 

SSO added to the agent portal: The agent portal is now SSO enabled (like the end-user portal) so that agents won’t have to remember separate passwords – also integrates with Active Directory/LDAP.


Integration into HubSpot CRM: Quickly access and sync your customers data with HupSpot CRM directly in a ticket’s view.


Push notifications added to the Android App: Android app users are now quickly notified of new tickets and replies by enabling push notifications in their app.

Cayzu Help Desk iPhone app

 

Ability to set time zone by agent: Agent’s can now set their own time zones to allow the system to automatically calculate and display times using their personal location.

Added support for the Arabic language: We’ve now added the ability to enable the Arabic language for your users in the end-user portal.

Primary & Secondary languages - Cayzu Help Desk

Primary & Secondary languages – Cayzu Help Desk

 

Ability to export Products: You can now quickly export your products to excel via the Products page in the admin section of the agent portal.


Ability to specify the primary group: Default the primary Group to make creating tickets quicker by not having to select the most used group.


New exportable fields on the ticket grid: Ticket metrics and data manipulation has gotten easier as we now have 19 data points plus custom fields as exportable items from the main ticket grid.

 

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. Join an upcoming webinar or schedule a live or taped demo today!

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

Cayzu Helpdesk – Make your customers happy!

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Two Essential Concerns for Anyone Scaling a Small Business

Small business owners might own and operate companies with a handful of employees, but these hard-working people never think small. As large as your dreams might be, you have to think carefully about scaling your organization to the next level of growth – after all, even one bad hire can cause serious problems for every member of the team. This narrow margin for error makes many small business owners understandably cautious about scaling upwards, even if options such as implementing improved helpdesk infrastructure will ultimately be positive changes. Two important factors should be kept in mind by any small business owner looking to cultivate enhanced growth.

Finding the Right People for the Team

As mentioned above, hiring the wrong person can have negative effects on all aspects of a small business. Finding the right person remains a difficult prospect and there are many strategies you might consider when it comes time to add new members to your team.

In a business with less than ten people, a new employee will make up a significant percentage of the organization; the percentage of a company’s total workforce dominated by a new hire only goes up the fewer current employees there are. Given that a new hire might make up ten, twenty, or even thirty percent of your small business, it makes sense to spend a lot of time finding exactly the right person.

Take time to investigate different interview strategies that will highlight the skills and compatibility of each applicant. A face-to-face interview is certainly going to be a cornerstone of the hiring process, but consider other ways of assessing an applicant’s appropriateness. Panel interviews and portfolio reviews can give a better perspective on whether or not a prospective hire is the right fit.

Related: Acing Idea Execution as a Small Business

Finding New Customers for Your Company

Expanding into new markets is a central scaling strategy, but is it possible to duplicate past success in new markets? Begin by thinking of your company as a natural response to people’s needs, not necessarily as a solution to their problems.

Speaking directly to the needs of the customers you wish to serve can be achieved with several different low-cost solutions, including:

• Email marketing platforms
• Cloud help desk solutions
• Social media advertising
• Website design and web development

Cayzu is a cost-effective helpdesk system that companies of all sizes can use to improve customer service operations. Email platforms let you reach thousands of contacts each month for just a few dollars; customize your electronic newsletters with links, photos, and more to encourage customer engagement.

Related: Benefits a Help Desk Can Offer Small Businesses

Some small business owners are hesitant to invest in web development, believing this to be a high-cost way to connect with new customers. While this might have been true in the past, there are several low-cost website design options that are easy to use and require only basic comfort with computer use. Having an established online presence raises your profile and makes you more visible to the customers in your area searching for a company like yours.

Scaling a small business into a larger organization requires being willing to try new things. Plan carefully at each step and then watch how these strategies boost your growth.

Cayzu Helpdesk – Make your customers happy!

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Automation using Custom Fields & More – New @Cayzu Help Desk

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

The update includes:

  • Ability to use Assignment Rules on Custom Fields
  • New Exportable Data Points
  • New Email Template – Changing Groups
  • Bug fixes

 

Ability to use Assignment Rules on Custom Fields: Need to perform specific actions on an incoming ticket based on a custom field unique to your organization? Well, now you can!  Automatically change priority, agent, group and much more.

Assignment rules Help Desk

New Exportable Data Points:  We’ve now released the ability to retrieve both the initial time to response and the total time that it took to resolve each individual ticket from the main ticket grid export function.

Export Cayzu

New Email Template – Changing Groups: We’ve now exposed a new email template that can be triggered when a ticket is assigned to a new group.  The email template is named: New ticket for group.

Email Template - Group

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. Join an upcoming webinar or schedule a live or taped demo today!

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

Cayzu Helpdesk – Make your customers happy!

Like what you’ve read? Subscribe via email!

The Last 2016 Update! 11 New Cayzu Help Desk Features

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

The update includes:

  • Ability to export the General Summary Report to Excel
  • Ability to export the Tickets Report to Excel
  • Ability to export the Ticket Volume Report to Excel
  • Ability to export the Article Analysis Report to Excel
  • Ability to export the General Help Desk Report to Excel
  • Ability to export the Agent Summary Report to Excel
  • Ability to export the Open Tickets by Requester Report to Excel
  • Enhanced SLA Report (will now include the time that SLAs are broken by)
  • Ability to search custom fields and assets
  • Ability to customize items to bill for in time and billing drop down
  • Ability to sort on the Pending column
  • Bug Fixes

 

Ability to export ALL reports to excel: Agents can now export all eleven reports to excel from the Cayzu agent portal!  The 11 reports include:

  1. General Summary Report: Overview of high level tickets stats including Avg. Response/resolution times, Number of tickets etc..
  2. Help Desk Load Analysis Report: Understand the busiest times of the day/week plus plot tickets resolved vs received.
  3. Article Analysis Report:  Get details on which FAQ, Topics & News are getting the most hits/clicks and more!
  4. Tickets Report: Filter and export tickets by brand, product, requester and other criteria.
  5. Ticket Volume Report: Quickly identify ticket trends by pulling out tickets by company, TAG, Requester and Custom Fields.
  6. Tickets by Tags Report: Quickly identify reports by their associated TAGS.
  7. SLA Report:  Are you adhering to your customer service level agreements? Now you can find out!
  8. Asset Report: Easily run and export a report itemizing all your contact or company assets.
  9. Agent Summary Report: Need to make sure that your agents are all doing their job? Check on their progress.
  10. Agent Time sheet Report: Export time and billing data to excel for quick import to billing solutions (Remember, Cayzu natively supports Quickbooks online, Harvest Billing and Freshbooks)
  11. Open Tickets by Requester Report: Quickly identify open tickets by requester.

 

exports reports with Cayzu

 

Enhanced SLA Report (will now include the time that SLAs are broken by): We’ve improved Cayzu’s SLA report to now include the times that tickets broke SLAs by.  Times were added for both initial response times as well as broken resolution SLAs.

 

Ability to search custom fields and assets: We’ve expanded Cayzu’s searching capabilities to now include assets and custom fields!  Now easily and quickly search tickets, ticket replies, internal replies, contacts, FAQS, topics, news assets and even custom field data!

Improved search with Cayzu
Ability to customize items to bill for in time and billing drop down: You can now customize the drop down list for what you bill for in our Time & Billing tracking.

customize expenses

 

Ability to sort on the Pending column: You can now sort on the pending customer column so that you can quickly identify which tickets need your attention first by knowing when the customer was last to reply.

Sort by pending customer

 

 

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. Join an upcoming webinar or schedule a live or taped demo today!

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

Cayzu Helpdesk – Make your customers happy!

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7 Tips to Ensure That Your New Small Business is Successful

A lot of people have thought about starting their own business at one point or another, but unfortunately most of them aren’t quite sure where to begin. This is especially true for those who have no previous entrepreneurial experience. If you’ve got a great idea, though, and the passion to see it through, then here are some of the most important things to keep in mind.

Do Your Homework

When you start a business, your first priority should be to research the industry, so that you can make every step after that easier. Familiarize yourself with your product, competitors, and potential clients. Make sure that any assumptions you make are valid, that there is a market for your idea, and that you’re truly offering an innovative solution. One good step is to look at established companies in your industry and figure out what they’re doing right.

Build a Plan

Next, you should start creating a business plan. Set long and short term goals, come up with ways to keep track of them, and write out your strategy to accomplish them. Ideally, you should have a goal for what the first three years or so of operation will look like. A business plan helps you to see the whole picture and ensures that you have the direction needed to move forward.

Related: Small Businesses Can Combat the Amazons of the World 

Make Community Connections

You should make an effort to be in touch with your community. Not only will this help create loyal customers who want to help you succeed, it’s also a good way to generate contacts that can help your business grow. Plus, good PR is always a bonus. Get involved with business and commerce groups, non-profits, and other helpful institutions.

Make Corporate Connections

You might be familiar with the importance of networking in the beginning, but it’s very important not to stop. By creating new contacts inside your industry, you can more easily find providers, distributors, and other helpful contacts; by talking with people outside of your industry you can get a fresh perspective and even unexpected clients.

Related: Why Customer Service Should Replace Your Marketing 

Manage Your Time

Time management is one of the single most important skills that an entrepreneur can learn. Although clichéd, the phrase “time is money” almost always holds true. Figure out how to manage your time efficiently and make your downtime productive. Don’t procrastinate, don’t waste downtime, and don’t let your personal life overtake your business (or vice versa!).

Related: 7 Ways to Boost Your Small Business on Facebook 

Think About Financing

Don’t rely too much on external financing. Although it can be helpful later on, building a business plan off of it when you’re starting out is a recipe for disaster. Many institutions will not support a new business from day one. Consider what personal resources you have—credit cards, personal savings, small loans, or friends and family who would be willing to lend their support. Create a good track record and then use it to get outside investment later.

Respect Your Clients

Finally, be sure to treat your customers right. Without their support, your business is sure to fail. One major advantage of a small business is that you can give your customer service a personal touch, but it can be difficult to manage their concerns without an effective helpdesk solution. Cloud help desk customer service software like Cayzu is a great way to help ensure that customers come to and stay with your business. With some careful planning, your great idea can get off the ground.

Cayzu Helpdesk – Make your customers happy!

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