Posts

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!

Like what you’ve read? Subscribe via email!

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!

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!

Like what you’ve read? Subscribe via email!

Integration into Slack & More – Cayzu Help Desk

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

The update includes:

  • Integration into Slack
  • Multiple optimizations for Internet Explorer 11
  • Multiple optimizations for exporting ticket reports
  • Ability to CC agents on tickets
  • Ability to stay logged in to Harvest Billing
  • Enhanced group permissions
  • End-user portal now re-directs agents to the admin portal to login
  • Enhanced reports to reflect time zones
  • Fixed a sorting issue with groups
  • Fixed a user activation issue
  • Fixed an issue with not being able to download attachments

 

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

slack-cmyk

Multiple optimizations for Internet Explorer 11: Multiple visual enhancements have been released to make Cayzu Help Desk display and work more fluently in Microsoft Internet Explorer 11.

Internet Explorer 11

Multiple optimizations for exporting ticket reports: Much work has been done to enhance the speed and reliability of exporting tickets to excel including the ability to include custom fields in exported reports.

Ability to CC agents on tickets: You can now CC other agent on ticket creation and replies with the ability in an upcoming patch to also CC the agent that is also the assignee of the ticket.

Ability to stay logged in to Harvest Billing: You can now allow Cayzu to keep you logged in to Harvest Billing for seamless synchronisation of your time and billing.

Harvest Billing

Enhanced Group Permissions: Now based on which Group you select, Cayzu will only display the associated agents that belong to that group.

End-user portal now re-directs agents to the admin portal to login:  Agents can now log in from the end-user to the admin portal.

Enhanced reports to reflect time zones:  Reporting now considers time zones when reporting averages and other calculations.

Fixed a sorting issue with groups: Fixed an issue with sorting on the group column on the main ticket grid.

Fixed a user activation issue: Fixed an issue where in certain cases agents and/or customers couldn’t log in to the system.

Fixed an issue with not being able to download ticket attachments: In a rare occurrence of events users were not able to download file attachments from tickets.  This has been resolved.

 

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!

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!

Like what you’ve read? Subscribe via email!

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!

Like what you’ve read? Subscribe via email!

Single Sign On (SSO) and 5 Other New Cayzu Help Desk Features

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

The release includes:

  • Quickly attach screenshots/images on ticket replies
  • View/Modify HTML for Email Templates and Email Signatures
  • Simple Single Sign on (SSO)/Remote Authentication
  • Create FAQs/Topics from Tickets
  • Portal speed enhancements
  • New API calls to retrieve items from the knowledge base
  • & More

 

Quickly attach screenshots (and other images) on ticket replies: Now you can quickly attach screenshots or other images to your customer replies from the agent portal.

 

View/Modify HTML for Email Templates and Email Signatures: Get full control of how your customer and agent emails look by building your own beautiful HTML templates.

 

Simple Single Sign on (SSO)/Remote Authentication:  This new integration allows you to tie into your own existing application logins by allowing users to use their same usernames and passwords to log in to your end-user customer portal (see this FAQ).

Create FAQs/Topics from Tickets: Have a common question that keeps coming up? Not a problem, you can now quickly convert a ticket into a FAQ or Topic on the fly with a few easy clicks!

Create FAQs on the fly

Portal Speed Enhancements: General back-end enhancements to speed up the Cayzu Help Desk solution.  Enjoy!

New API calls to retrieve items from the knowledge base: Your programmers can now tie into your own knowledge base to pull out FAQs, Topics & News and display them where you wish.

 

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 .

See the new features live on Youtube! 

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!