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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.

 

****New IP address added for email sending.  We have added new IP addresses that we use to send email through.  Please see this FAQ for more details.

 

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 .

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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!

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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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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!

 

 

Cayzu Helpdesk – Make your customers happy!

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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!

Like what you’ve read? Subscribe via email!

New Role & Report + 3 other new Cayzu Help Desk Features

The Cayzu Help Desk team is excited to announce the release of our latest features – Role & Reports plus more!

  • New Role – Ability to Hide Recent Activity
  • Automatic Encryption for all End-User Portal Sub-Domains of Cayzu
  • New First Time Run Wizard
  • Expanded the Ticket Report
  • New Report – Recent Activity
  • Misc. Optimisations & Bug Fixes

 

New Role – Ability to Hide Recent Activity

Administrators can now define the ability to hide the “Recent Activity” feed for any agent using custom roles on their dashboards.

Automatic Encryption for all End-User Portal Sub-Domains of Cayzu

Help Desk administrators can now quickly enable an encrypted end-user portal using SSL with a click of a button.   This update applies to any organization that is using the .cayzu sub domain for their end-user knowledge base portal.  And remember, if you use your own vanity domain, we do also offer 1 free SSL cert with all subscriptions, simply shoot us an email to get set up.

New First Time Run Wizard

It’s now even easier to get set up with Cayzu Help Desk with an automated onboarding wizard built right into the product! Coupled with our in-line guide, the new wizard will take you step by step to get started the right way.

 

Expanded the Ticket Report

On top of the previous 6 filters included in the Tickets report, we’ve added two more (Group & Agent) to make it easier to get the data you need.

New Report – Recent Activity

The new Recent Activity report will allow you to pull up pertinent information about what’s going on in your help desk over any time span of time.

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 or taped demo today!

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

Cayzu Helpdesk – Make your customers happy!

Like what you’ve read? Subscribe via email!

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!

Like what you’ve read? Subscribe via email!

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!