QuickBooks & Active Directory Integration Now Available – Cayzu Help Desk

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

The release includes:

  • Integration into Active Directory
  • Integration into QuickBooks Online
  • Ability to export custom fields for tickets
  • Performance improvement
  • & Misc bug fixes

 

Integration into Active Directory: Looking to tie your help desk into existing employee user logins?  Well now you can with Cayzu’s Windows Active Directory login integration.  Users will never need to remember two passwords again!  To get set up, see this FAQ.

Integration into QuickBooks Online: Need to automatically sync your billing data from your ticketing software to QuickBooks online? Cayzu now allows you to do so!

QuickBooks -Cayzu Help Desk

 

Ability to export custom fields for tickets:  Cayzu has now released the ability to export custom fields as part of our ticket export.

export custom field

Performance improvements: Through a major hardware upgrade (we added a whole bunch of servers) as well as code updates the entire Cayzu system is now running much quicker and more efficiently!

 

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 demo today!

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

Cayzu Helpdesk – Make your customers happy!

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Agents Can Finally Create Tickets for Themselves + 7 Other Cayzu Help Desk Features

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

The release includes:

  • Enhanced Ticket History (Audit Log)
  • Ability for Agents to Create Tickets for Themselves
  • Ability to Delete Ticket Replies (Agent Portal)
  • Ability to Delete All Attachments from a Ticket (Agent Portal)
  • New Status Added to Cayzu’s Mobile Apps
  • Ability to Set an Articles (FAQ,Topics, News) Date
  • Ability to Select A Mailbox for Manual Ticket Creation
  • Consolidated Reports
  • & More

 

Enhanced Ticket History (Audit Log): Need more accountability when a ticket is worked on by multiple people over a long period of time?  You can now pull up an entire ticket’s history through an embedded audit log.

Ticket History

 

Ability for Agents to Create Tickets for Themselves: In the past agents couldn’t assign tickets to themselves and had to use a workaround of creating a secondary user.  This limitation has been removed and agents can now create tickets for themselves without a second account.  Want to test it out? Simply email your support address from your own agent email address!

 

Ability to Delete Ticket Replies (Agent Portal): Messed up a comment and want it removed from the ticket thread? Not a problem, you can now delete ticket replies.

 

Ability to Delete All Attachments from a Ticket (Agent Portal): You can now quickly delete one or all attachments from a ticket.

Delete - Cayzu Help desk

 

New Status added to Cayzu’s Mobile Apps: We’ve added the “Resolved” status in the mobile agent apps which allows you to quickly pull up the last 30 days of closed tickets.  On top of this, we’ve also expose the due date and who the requester was for each ticket.  To update, visit your respective app store.

 

mobile tech support

 

Ability to Set an Articles (FAQ,Topics, News) Date:  You now have more granularity when adding FAQS, News and Topics by having the ability to edit their posting date.

Cayzu Help Desk

 

Ability to Select A Mailbox for Manual Ticket Creation: Got a phone call about a billing problem from a customer and want the sales team to handle it? You can now associate tickets that you manually create with a specific mailbox so that the customer gets notified by the proper department & email address.

Mailbox at ticket creation

 

Consolidated Reports: It was time for a bit of a clean up! We’ve consolidated and combined some redundant reports to give you a better experience so make sure to log in and check it out (need it an account, sign up here) !

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 demo today!

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

 

Cayzu Helpdesk – Make your customers happy!

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The Trickle-Down Effect of Customer Service

The most powerful of empires require equally powerful rulers who are able to inspire and lead. While you may not seek to have a business empire, you can still model your company after this philosophy. It’s the leaders who truly make or break a company. Cayzu help desk wants to show you just how much influence management and senior leadership have over the customer service experience.

From the Root to the Fruit

Employees typically model their customer service behaviour and business approach after the founders. What this means is if the CEO doesn’t care much about customer experience, then the employees aren’t likely to either. Customer service reps are a bit like ducklings in that they imprint on the first thing they see when they’re born (or join a company) and learn from that subject. If managers and other company leaders put their focus and resources on areas other than customer service, employees are likely to do the same.

Related: 6 Steps to Help You Recover From a Customer Service Mishap  

CEOs of the world’s most successful and well-known companies were able to reach such great heights partially due to how much they’ve focused on constantly improving the capabilities of their helpdesk. These individuals realize that it’s the customers who have brought them their success and do everything they can to maintain their relationships.

Bad Publicity

Besides angering customers who are likely to take their business elsewhere, leaders who place a minimum of importance on customers are likely to find their names being tarnished on social media. Unsatisfied customers won’t hesitate to share a bad experience with family and friends online, and those individuals are likely to avoid that company in the future. Once bad reviews hit social media feeds, they may even draw the attention of the media, which can hurt a brand even more.

Related: Why Investing In “Experience” Within the Customer Service Experience is Important

While leaders are often positioned at the top, they actually act as the bedrock on top of which everything else is built. Without a solid customer service plan from leadership, a business is likely to collapse in on itself.

Cayzu Helpdesk – Make your customers happy!

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“The small but powerful update”. 4 New Cayzu Help Desk Features

The Cayzu Help Desk team is pleased to announce its latest software update which includes tons of great new features!

Here’s what’s been released:

  • Ability to show the source of the reply in the agent portal
  • Improved Search Capabilities (agent and end user portal)
  • Ability to show inline images in the customers responses sent in via email.
  • Ability to capture who is being CC’d on a ticket and use new email templates to send them confirmation emails.
  • & More (See the new features live on Youtube!)

 

Ability to show the source of the reply in the agent portal:  Now you can quickly see how a reply was added to the system.

Reply Source

View the reply source

 

Improved Search Capabilities (agent and end user portal):  Find what your looking for easier, with the new search page.

Improved Search Capabilities

Improved Search Capabilities

 

Ability to show inline images in the customers responses sent in via email: See the images your customers paste inline via the ticket replies.

inline images in the ticket replies

Capture inline images in the ticket replies

 

Ability to capture who is being CC’d on a ticket and use new email templates to send them confirmation emails: Inform the right people on each ticket reply without having to enter them as a CC.

Capture who is being CC'd on a ticket

Ability to capture who is being CC’d on a ticket

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 .

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

Cayzu Helpdesk – Make your customers happy!

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The “Fine Tune” Update. 6 New Cayzu Help Desk Features

The Cayzu Help Desk team is pleased to announce its latest software update which includes tons of great new features!

Here’s what’s been released:

  • Ability to set the starting text for a ticket.
  • Notify me on all agent replies (new notification settings)
  • Ability to set date/time format for contacts
  • Ability to turn off escalation notification policies for SLAs
  • Ability to search for specific assets by keyword
  • Support for Opera
  • & More

 

Ability to set the starting text for a ticket:  Now you can quickly set a canned starting text that will appear above your ticket replies.

Set your starting text

Set your starting text

 

Notify me on all agent replies (New notification settings):  This new setting will allow you to get notified on ALL ticket responses without having to be CC’d.

Notify me of all agent replies

Notify me of all agent replies

 

Ability to set date/time format for contacts: Now your contacts can set their own time/date settings from their end user customer portal to match their own region.

May_DateFormat

 

Ability to turn off escalation notification policies for SLAs: Want to simply track SLA’s and not be notified when they are broken? Not a problem, you can now turn off the emails without affecting the SLA report.

Turn off escalation emails for SLAs

Turn off escalation emails for SLAs

 

Ability to search for specific assets by keyword: Need to look up a specific asset? Now you can with our build in search in the Asset Report.

Search assets by key word

Search assets by key word

 

Support for Opera: Cayzu Help Desk now fully supports Opera browser.

Cayzu now support Opera!

Cayzu now support Opera!

 

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 .

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

Cayzu Helpdesk – Make your customers happy!

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Asset Management and 7 Other New Cayzu Help Desk Features!

The Cayzu Help Desk team is pleased to announce its latest software update which is packed with a great features including Asset Management!

Here’s what’s been released:

  • Asset Management
  • Assets Management Report
  • Mobile Enhancements for the End-User Customer Portal (Fully Responsive)
  • Performance Improvement for the Main Ticket Grid/Tickets
  • Ability to Load the End-User Customer Portal in an iframe
  • Ability to Create a Label for a Custom Field (No input)
  • Ability to Change the Heading Text for Forms.
  • Adding Support for the Danish Language
  • & More

 

Asset Management: Cayzu’s Asset Management allows you to create your own custom asset categories and custom fields which are then linked to either a contact or company.  Need to track car parts, computers, books or anything else? Not a problem, Cayzu Help Desk now allows you to do so.

Cayzu's New Asset Management

Cayzu’s New Asset Management

Assets_Add

Want to know how to use our newly released Asset Management? See this FAQ

 

Assets Management Report: On top of being able to track your assets and categories, Cayzu Help Desk will also allow you to report on them as well by providing you an easy to export Asset Management report in excel.

Asset Management Report

Asset Management Report

 

Mobile Enhancements for the End User Portal (Fully Responsive): With the end-user customer portal becoming fully responsive, your customers can now more easily navigate, post and view past activity using their mobile devices.

Cayzu's End-User Customer Portal is Now Fully Responsive

Cayzu’s End-User Portal is Now Fully Responsive

 

Performance Improvement for the Main Ticket Grid/Tickets: Through extensive optimizations both the main ticket grid load time as well as individual ticket replies are over 50% faster to load.

Tickets1000

Ability to Load the End-User Customer Portal in an iframe: Looking to integrate the end-user customer portal into your own web site? Cayzu Help Desk now supports integration of our end-user customer portal into an iframe.

Multi Language - Cayzu Help Desk

Multi Language – Cayzu Help Desk

 

Ability to Create a Label for a Custom Field (No Input): Have a custom field in a support ticket form that you feel would be more beneficial to your customers by adding more description to it? Not a problem, you can now add a text label above or below the field.

Custom fields - labels

Custom fields – labels

 

Ability to Change the Heading Text for Forms: Already utilizing a custom form on your Cayzu’s end-user customer portal to make it easier for your customers to get help? Well they now got better! You can now add a description above your custom forms to better explain anything that you want to explain to your customers :)-

Add a description to your custom forms

Add a description to your custom forms

 

Adding Support for the Chinese Language:  You customers can now view and correspond in the end-user customer portal using the Chinese language.

Ability to set multiple languages

Ability to set multiple languages

 

Want to see it in action? Watch our 90 second live demo here :  Cayzu Demo on Youtube

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 .

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

Cayzu Helpdesk – Make your customers happy!

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The “Small”, “Big” Update! 10 new Cayzu Help Desk Features and Functions

The Cayzu Help Desk team is pleased to announce its newest software update which is packed with over 10 new features and functionality!

Here’s what’s been released:

  • Cascading Dependent Fields
  • Ability to Set a Phone Number on the Customer Portal
  • Ability to Set the Primary Language for an Agent
  • Simplified Email Forwards
  • Ability to Set Billable Hours by Default (Time Tracking)
  • Ability to Set the Primary Brand
  • Ability to Select the Group for a Form
  • New Views for Groups added to Mobile Apps
  • Ability to turn off Cayzu Login from the Customer Portal
  • Ability to Restrict Google Sign-in From the Whitelist

 

Cascading Dependent Fields: You can now give your customers a way to get more specific with their issues by choosing from a hierarchical dropdown (decision tree) in your ticket form on your end-user customer portal.

Dependent Fields

Ability to Set a Phone Number on the Customer Portal: Do you provide phone support? Now you can display your phone number directly on your customer portal!

Phone Number

Ability to Set the Primary Language for an Agent: Working with agents that work specifically in certain languages? You can now set an agent’s primary language and all communications going out will automatically be in their own native language.

Primary Language

Simplified Email Forwards: Customer bypasses your support email and sends you a direct email instead? Not a problem, simply forward it on and a ticket will be created! (no parameters needed)

Forward Email

Ability to Set Billable Hours by Default (Time Tracking): Always bill your hours? Now you can make all hours billable by default.

Billable Hours

Ability to Set the Primary Brand: Want to set the default brand for ticket creation? Now you can by setting the primary brand.

Main Brand

Ability to Select the Group for a Form: A form can now be tied to form and mailbox.  If a customer emails a specific email address, the ticket will be created using the proper form and notify the entire group of its creation.

Set a Group Form

New Views for Groups added to Mobile Apps: Mobile apps can now filter/sort by groups.

Mobile Views

Ability to turn off Cayzu Login from the Customer Portal: Want to rely on social sign on? Not a problem, you can now hide Cayzu log in from your end-user customer portal.

Ability to Restrict Google Sign-in From the Whitelist: Google sign-in and the whitelist are now in sync.  Only users on the whitelist will be allowed to sign in to your end-user customer portal.

 

Want to see it in action? Watch our 90 second live demo here :  Cayzu Demo on Youtube

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 .

We look forward to your feedback as you use Cayzu Help Desk v2.3.0!

Cayzu Helpdesk – Make your customers happy!

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Cayzu Help Desk Earns The 2015 Rising Star Award from FinancesOnline Review Site!

Cayzu Help Desk was recently reviewed by FinancesOnline — a website that lists and discusses various accounting, CRM, and B2B software services in an effort to supply business owners with information so that they can make the right decisions for their businesses. Their reviews help decision makers going through the rigurous process of finding the right software tools for their companies.

After an in-depth analysis of Cayzu’s robust and unique features, FinancesOnline awarded us with the 2015 Rising Star Award based on the value they saw in our solution:

Thanks again, FinancesOnline! Our whole team is very honored to receive this award!

You can click here to read the full review on FinancesOnline.

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Company Specific SLAs & 8 other Cayzu Help Desk Updates!

The Cayzu Help Desk team is pleased to announce its latest software update which includes 8 new features and enhancements!

Here’s what’s been released:

  • Ability to set specific SLAs per company
  • Ability to forward a ticket reply to a 3rd party
  • Enhanced ticket grid – Hover over to view a preview of the ticket
  • Integrated spam filtering
  • SuiteCRM Integration
  • New Language Support (Chinese Simplified, Chinese Traditional)
  • Ability to link your web address to your logo on the end-user portal
  • Ability to now filter by Company in a view/filter (Main ticket grid)
  • Ability to set a permanent carbon copy (CC) on all ticket replies
  • And more!

 

Ability to set specific SLAs per company: Have different Service Level Agreements for different customers? Not a problem, you can now set up specific SLAs per company!

SLA by company

SLA by company


Ability to forward a ticket reply to a 3rd party:
Need to include a non-agent into a ticket conversation?  Now you can forward ticket replies and get responses in the ticket as Internal Replies.

Forward ticket replies

Forward ticket replies


Enhanced ticket grid – Hover over to view a preview of the ticket:
Forget what a ticket is about? Now you can simply hover over the ticket to get a snipit of what the ticket includes.

Hover over to preview a ticket

Hover over to preview a ticket


Integrated spam filtering:
With Cayzu’s direct integration into Spam Assassin, you can now set a SPAM score which will automatically direct your “viagra” tickets into your SPAM folder.

Set your own SPAM thresh hold

Set your own SPAM thresh hold


SuiteCRM Integration:
 Quickly access and sync your customers data with SuiteCRM directly in a ticket’s view.

Integrate Cayzu into SuiteCRM

Integrate Cayzu into SuiteCRM


New Language Support (Chinese Simplified, Chinese Traditional):
 Cayzu now supports both these popular Chinese languages.

Cayzu now supports Chinese

Cayzu now supports Chinese


Ability to link your web address to your logo on the end-user portal:
Further customize your end-user portal by controlling what URL your customers will link back to when clicking your logo.

Choose the URL on your end-user portal

Choose the URL on your end-user portal


Ability to now filter by Company in a view/filter (Main ticket grid):
  Want to organize your main ticket grid by company?  Views now support can be filtering by Company.

Now filter on Company

Now filter on Company


Ability to set up a permanent carbon copy (CC) on all ticket replies:
Want to be copied on all ticket replies? Not a problem, you can now set up a global catch all CC for all ticket replies.

Set up a permanent CC

Set up a permanent CC

 

Want to see it in action? Watch our 90 second live demo here :  Cayzu Demo on Youtube

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 .

We look forward to your feedback as you use Cayzu Help Desk v2.6.0!

Cayzu Helpdesk – Make your customers happy!

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7 Resolutions for Increased Web Site Conversions

While there have never been more opportunities to turn help desk website visitors into loyal customers, you have to make sure your conversion strategy makes the most of those opportunities. Rather than feel bogged down and overwhelmed with your options. Cayzu is here to give you seven site conversion resolutions to implement this year.

1. Consider Conversion Rate Optimization Skill-Building and Learning

If you’ve got the resources, consider establishing a department that’s solely focused on conversion rate optimization, testing your website, improving user experience and drafting persuasive marketing and advertising. Smaller companies can implement this step by learning the basics of conversion rate optimization.

2. Revamp Your Website

Before making minor adjustments to your site, decide whether you need to make a drastic redesign to address issues users might be having and to better optimize your site. If you’re afraid that such a significant change will do more harm than good, don’t be. Your site’s current design might be exactly what’s keeping you from experiencing more conversions.

3. Shift Your Focus From Testing to a More Organized Conversion Strategy

Instead of focusing only on how well your cloud help desk site works, you’ll be better off recognizing when testing your site can do more harm than good, concentrating on ways to improve your profits and utilizing more flexible testing tools. Bear in mind that testing your website and optimizing your site aren’t the same thing.

4. Target and Divide With a Goal in Mind

When tightening your focus on the makeup of your audience, divide them according to their psychographic profiles, demographic, special aspects of your industry and how they behave while on your site. To help you with this resolution, turn to a trusted analytics tool, such as Google Analytics.

5. Personalize the Right Way

If you decide to personalize your user experience, do it the right way. You might be shocked to learn that only roughly 25% of businesses are actually utilizing site personalization. Personalization is one of the most effective and least expensive ways to start improving your site conversion rate this year and every year afterwards. If you’ve already personalized your site, see if you can tighten your settings to make sure you’ve got suggested products in stock and that they’re in the style, size or color the customer desires.

6. Upgrade Mobile Usability and UX

Your website should be optimized for mobile use, if it can be accessed on a smartphone or tablet. Remember that the screens and layouts of phones and tablets aren’t the same as computers, and you can easily miss out on opportunities to make a conversion if visitors don’t have an easier time of navigating your site while they’re on the go. When optimizing and designing your mobile site, use mobile analytics to improve the user experience.

7. Implement Consistent Multi-Channel Experiences

Whenever your customers interact with your company, be it through social media, email, a mobile site or an app, their experience should always be the same. They should automatically know they’re dealing with your company and brand no matter how they decide to interact with you. Make it easy and convenient for users to connect with you no matter how they choose to do so.

Here at Cayzu we want this year to be one of the best years yet for your business and your site. Put these tips to good use and watch as visitors turn into loyal customers and advocates for your business.

Cayzu Helpdesk – Make your customers happy!

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