5 Hidden Reasons for Bad Customer Service

Most companies advertise that they have excellent customer service—but how many actually do? Nobody wants to make promises to their customers that can’t be delivered on, but in many cases the contact center can turn into an unintentional disaster zone. Despite your best intentions, any number of policies and decisions can end up negatively affecting your helpdesk service. Let’s take a look at some of the most common causes of bad service, and how you can go about fixing them.

Metric Obsession

To start with, don’t focus too much on the metrics. Numbers matter, of course, but short-sighted obsessions with them can end up hurting service. Although your numbers might improve, your customer satisfaction might not—for example, focusing on short handle times can hurt your first call resolution. For the customer, three short calls that don’t solve the problem aren’t as good as one longer one that resolves the issue, even though three short calls would make your handling times go down. There’s no single metric that will summarize the quality of your service delivery, but if you look at a number of different factors and consider quality over quantity, you can return your focus to the customer.

Bad Budgeting

Too many businesses view their customer service division as a budget drain, something that consumes expenses without adding revenue. But more successful companies know how important interactions with customers are. If you handle a support call well, then that creates a lasting memory that encourages the customer to purchase from you next time. They might even tell their friends. If you invest in the right call center solutions, such as cloud help desk technology, you can improve your efficiency and service without hurting your bottom line.

Low Morale

Your customer service agents are your greatest assets. They interact with consumers constantly, and with the right agents in place your service center will shine. If you have a poorly-assembled, service team, however, or low morale in the workplace, your customer interactions can also suffer. Show your appreciation for your employees, find new ways to motivate them, and invest in their work.

Poor Channel Management

Almost nine out of ten companies have adopted multi-channel approaches in order to keep up with customer demands, but if handled poorly then channel strategy can become one more way to let clients down. If you can’t effectively manage a channel, you probably shouldn’t be on it. Many consumers expect companies to be able to respond effectively no matter what channel they’re on, and inconveniencing them by forcing them to switch channels or start over is a quick way to lose their loyalty. Not every problem is solvable on every channel, but if you do need to switch over then don’t force the customer to start from square one.

Lack of Self-Service

Finally, be sure that you enable self-service for your customers. In many cases, customers are capable of resolving the issue themselves with a little bit of guidance. It saves them time on many smaller problems, and allows them to get issues resolved even if your team is not available 24/7. In addition, self-service can reduce call volume and thus wait times for those who have more complicated problems.

Keeping the customer in mind is essential when making decisions about the contact center. With a little mindfulness, these handy tips, and the help desk solutions offered here at Cayzu, customer service can be improved for both the consumer and your company.

Cayzu Helpdesk – Make your customers happy!

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Understanding the Marriage of Social Media and Customer Service

Before the ubiquitous and virtually unanimous use of social media, online vendors could be lax with their responses to customers’ complaints, questions, and even to filling their orders and shipping in a timely fashion. The nexus of social media and customer service has changed all that.

Now, social media can blow-up those same complaints and questions and make them go viral. It used to be that one unhappy customer would tell 10 people; now, that same dissatisfied person can tell a million. No company wants its brand damaged by a “squeaky wheel” posting on Twitter, such as, “Hey, <BRAND>, where’s my <PRODUCT>?”—that is, after the customer has chatted or talked to the vendor with no result or their email has gone unanswered. Celebrated case study in point:

In 2009, United Airlines damaged singer Dave Carroll’s guitar and refused to compensate Carroll an estimated $1,200 for repairs because he had failed to make the claim within the company’s “standard 24-hour timeframe” [sic]. Carroll immediately wrote, recorded, and posted to youtube the song “United Breaks Guitars.” Four days—and four million youtube views—later United Airlines’ stock plummeted 10 percent. The singer wrote another song describing his experience with a UA customer service employee, with the same social media effect.

Since the incident, Carroll has been in great demand as a speaker on customer service. In 2012, Carroll published the book United Breaks Guitars: The Power of One Voice in the Age of Social Media. In 2013, the success of Carroll’s online protest was used by the German television and news service Tagesschau to exemplify a new kind of threat facing corporations in the internet age.

Needless to say, all businesses, big and small, should take heed. Obviously, the basic challenge for online companies is to put out the fire before it spreads wildly when customers post negative comments on social media. Vendors have to monitor youtube, FaceBook, Twitter, Google+ and the rest, and address these posts immediately and preempt having to launch a damage control campaign—which United Airlines because of its customer disservice to Carroll expended a lot of resources on.

The social media and customer service knife can cut both ways, however.

Social media posts can also benefit a brand if they offer praise for a vendor’s efficient response, low-cost or free expedited shipping, reliability of service or products, etc. In other words, if companies are smart they are listening to what people are saying on social media. This is where there can be synergy between customer service and marketing.

Social media users’ praises can multiply into hundreds or even thousands of users now feeling very positive about a brand overnight—all from one good word posted by a user who has a lot of friends and followers, who all have their own followers, and so on. All of sudden, the brand has gained a bunch of new customers.

Prior to the advent of employing social media to handle customer service, it was a no-brainer for online commerce to capitalize on social media as a premier marketing tool.

Just as the static FAQ feature has gone the way of the fax (once the greatest thing since sliced bread), online customer service has had to quantum-leap away from the inefficiencies of the automated telephone labyrinth, automatically-generated “no reply” emails, and the submission of a contact form. Next to outsourcing labor, the greatest lament of the rise of cyberspace commerce is the disappearance of the human customer service representative. Companies which afford this now luxury to their customers have a leg up on their peers and competitors. Check out Patagonia for a grand exemplar of this once absolutely necessary communication channel.

The perception is almost ironic that customers today reap the benefit of a personal interaction with a vendor if the latter responds via electrons and pixels of social media. Yet this dislocated correspondence is considered to be one of the advantages that businesses gain by such communiqués.

Where the rubber hits the road, also, is that customers want to be responded to in kind when they post to social media. If customers tweet their complaints, for instance, vendors have to serve those customers by tweeting their responses.

Other advantages, when an online business monitors social media 24×7, is the immediate response, for both customer and vendor. Consider that customer service begins the very moment a web surfer comes to rest upon the sands of a site. They might want to buy something the vendor sells, but first they might need to ask a question about it. If the site doesn’t have a way to answer immediately, the prospective customer may know or at least hope the business has a social media command center as alive and present as Gatorade Command Central, for example, and they will immediately post their concern on social media.

People want answers now—not when a chat feature is live again tomorrow. This is especially true when people are on the road, planning to travel, or having technical difficulties—it may be now or never for your business: people will spend their time looking for another brand.

Most especially with social media, companies must be aware of the high visibility of the quintessential digital public space. Past, current, and potential customers; competitors: “everybody” is watching. This is where the edge of the social-media-customer-service blade can cut for the vendor, though, if it handles things excellently. In order to do that, again, continuous monitoring is a sine qua non.

Fortunately for those online brands just getting their feet wet in the social-media-customer-service command center waters, they don’t have to start from the original models of 24×7 Armed Forces readiness, law enforcement 911 centers, or FEMA. They need to look no further,  Cayzu Help Desk simplifies the potentially infinite amount of confusion surrounding the marriage of social media and customer service.

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Your Best Evangelists Are Customers Who Used to Hate You

We live in a fast-paced world, and we all make mistakes. The best way to handle them is first to admit that the problems exist. Then we have to figure out the best way to fix them. Businesses, just like people, also make mistakes. In fact, it is probably true that some of your most loyal customers have previously experienced problems. However, with the assistance of your help desk team, you’ve resolved their issues. Your customers’ commitment to your business returned, and now they can share their positive encounters. The same people who once had nothing positive to say will soon tell everyone they know that your company really cares.

With the growth of social media, your consumers can vent to the world about situations that leave them unsatisfied or upset. That can be devastating to your business if you are not aware of the complaint. Innovations, like cloud based help desk solutions work together to keep your response team organized and increase your customer service resolutions.

Consider The Best Advertising Tools

We all understand that happy customers are the ultimate marketing tools. When we are emotional, we vent, and social media provides the perfect stage. Nothing is more powerful than accolades from previously unhappy customers. A cloud based help desk solution offering multichannel solutions can zero-in on, flag, and respond to live chats, web self-service, emails, and social media mentions. There are numerous advantages to recapturing loyalty from your customers. For instance:

  • Did you know that customers are four times more likely to use a self-service system than they are to call a company and ask for help? By automating your help desk, you can improve efficiency, increase productivity, and streamline workflow processes with easy to use tools.
  • Simple automation builds customer rapport outside of support issues. You can assign keywords for the subject or description so that emails are automatically routed on a timely basis to the team member who handles the issues.
  • Real-time insights allow you to take immediate action to drive results. By creating custom rules that alert you when customers mention you on social media, you empower them to talk about your business frequently, both negatively and positively.


Focus on Resolving Problems

Every business has its share of issues. An essential component of keeping customers happy is reaching out to them when they have problems. When you invite private correspondence to resolve the complaint, you can regain a customer’s satisfaction. That is the fastest way to restore their confidence in your company.

Support and Retain Your Customers

Providing assistance even when you are not available is a fundamental component of high-quality customer service. Because cloud-based support systems work in any browser, they can reach you with their questions or problems, even with their mobile devices. With 24/7 self-service knowledge bases, your customers have the freedom to get help whenever they need it.

Using help desk support services such as those available at Cayzu provides you with the tools to embrace negative public feedback, invite private correspondence, and effectively resolve complaints. As humans, we all listen to each other, and nothing is more powerful than a positive comment offered by a satisfied customer on your site.

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The Best of Cayzu Help Desk’s #HappyCustomers Blog (Part 3)

What’s better than receiving during the holiday season?, Giving of course!

Now when we say “giving”, we don’t mean that you need to go out and buy expensive or lavish presents for your friends, family or even customers, because sometimes all it takes is a smile to make someone’s day! (or even week).

So give a little joy this holiday season and make your customers love you again by following the amazing tips found in some of our past favourite customer service blogs:

We all know how important Social Media is today but are you using it to improve customer service?:
6 Reasons Social Media Is Key to Your Customer Service Strategy

If you’re a small business that’s looking to improve their customer service game, you’ll need a help desk solution:
How to Choose the Best Help Desk Software for Your Small Business

So many of us have been in the situation where we knew the customer was wrong! But did it matter?:
Is the Customer Ever Wrong? Answer: It Doesn’t Matter!

Could you be providing bad customer support because you are BELIEVING your customers?:
Want to Provide Better Support? Don’t Always Believe Your Customers

Now that we know why we should use social media for customer service, let’s find out how:
How to use Social Media to Deliver Outstanding Customer Service

Everyone loves infographics so let’s checkout Cayzu’s Infographic: The Social Customer Service Experiment:
The Social Customer Service Experiment (Infographic)

And last, but not least (and maybe my favorite of the year)

How could we celebrate the holidays without singing a song?
The Twelve Days of Bad Customer Service (parody)

We hope you enjoyed our latest recap and we sincerely thank each and every single one of #HappyCustomers for your continued support!  We wish everyone a happy and safe holiday from your friends @Cayzu Help Desk 

If you haven’t seen Part 1 or Part 2 of our blog recaps, make sure to check them out!  

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Should You Spend Time Supporting Unprofitable Customers?

No matter the size of your company, some of your customers will be more profitable than others. Although it can be tempting for business owners to focus their attention and resources on acquiring more profitable new customers, research has shown that 70% of companies says it’s cheaper to retain a customer than acquire a new one.

Promote Less Expensive Support Channels

The skyrocketing costs of acquiring new customers and the complexities of cross-selling to different market segments continue to make customer retention imperative. It can become expensive for your company, however, to provide top-of-the-line support channels to unprofitable customers. Instead, focus your efforts on providing them with less expensive support channels, such as:


If you can determine which customers are using a large portion of your support resources, you may be able to explain to the customer that he or she is exceeding their support contract and will be charged overage fees. If you choose this route, however, be sure that this is clearly stated in your customers’ service contracts.

How to Let Go of Unprofitable Customers

In some cases, reducing the costs of unprofitable customers’ support services does little to improve your company’s bottom line, and you may have to think about ways to ‘fire’ them.

Before you decide to ‘fire’ a customer, however, make sure that you’re doing so for the right reasons.

Four Reasons to Let Go of A Customer

  1. Declining profitability of specific customers: If you notice that certain customers have become less and less profitable over time, it may be best to ‘let go’ of them by talking with them individually over the phone or in person. Keep this conversation as professional as possible, and stay away from social media or email.
  2. The lower productivity of employees as they deal with unprofitable customers: If unprofitable customers are lowering employee morale and causing frustration among your staff, it’s best to let go of the customers at the root of this problem. In the long run, it’s best to keep your employees happy so that they can serve your profitable customers and foster growth in your company.
  3. Changes in the capacity to serve large volumes of customers: If your company is unable to handle a significant increase in sales volume, it may be time to shift your focus from your unprofitable customers to your profitable customers. Some of your unprofitable customers will likely leave on their own.
  4. Shifts in a company’s business strategy: Every business is unique, and when you change your company’s business strategy, the move may create an opportunity to eliminate some of your least profitable customers in favor of making your profitable customers even more profitable.


As always, businesses need to remember their courtesy and professionalism. Otherwise, their actions may backfire, and they may have to rebuild their reputation. For tips on how to ‘fire’ your customers, see this article from Cayzu.

Let Us Help You With Your Customers

Cayzu can help you set up a plan for monitoring your online interactions with your customers so that you can provide outstanding customer service. With our online help desk support software, you can manage all of your customers’ help requests from a single portal no matter if they origination from the phone, email, chat,  your web site, or even Facebook and Twitter.

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The Social Customer Service Experiment (Infographic)

I will be the first to admit that I’ve had a long and not so happy experience of dealing with a variety of web hosting companies in my life.  And what I’ve learned the hard way is that you pay for what you get and when you try to go cheap, you will have problems!

So during a recent outage of my past web hosting company (this company is huge by the way) I decided to perform what I called: the Social Customer Service Experiment which involved me trying to get support during the outage through a variety of their different support channels.  Initial and follow up response times have been documented and put into the below infographic.

The clear winner for me by far, with the fastest and most up to date information was the support I received through Twitter! Hope you enjoy!


Social Customer Service

Social Customer Service


Looking for a social media enabled Help Desk Solution? Cayzu can help!  Check us out now for a free, no obligation trial!

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7 Reasons Why Help Desk Software is Better Than Email

Many small businesses rely on email to keep track of their customer help desk functions, rather than using a dedicated help desk ticket tracking system. Although email might seem simpler, ticket tracking actually allows businesses to do many things that they couldn’t do with email. A dedicated help desk software can outdo email in many different ways; here are seven areas where specific software tends to work better.

1. Centralization

If you have a number of people working on the same issue, then trying to keep track of a single problem can be difficult. With email, you have to ensure that the correct person is always copied on the message, and in some cases you might have to hunt through multiple inboxes to find everything you need. A ticket tracking system, however, ensures that all the relevant information is centered in one place so that it’s available when you need it. This also means that if you need to access the information months or even years later, you know exactly where to find it.

2. Makes Businesses Look Bigger

Many small businesses use email for help desk services, but dedicated ticket tracking isn’t just for the big guys any more. With the right program, a small business can get every feature that a big company offers at a fraction of the cost, making the business look more professional and larger than it really is. Even better, a small business can usually move faster than a large company, increasing customer satisfaction.

3. Enables Self-Service

Your customer support staff might not be able to help customers around the clock, but problems can occur at any time during the night or day. Some software offers customers the ability to find solutions themselves through accessing a knowledge base than can help them work through the issue. This helps reduce strain on your staff and ensures that customers can get the assistance they need.

4. Provides Reporting Metrics

A customer help software system doesn’t just allow you to track individual tickets; it lets you track information about them. It is easier to determine whether an employee is working efficiently, whether customers are being adequately assisted, and how much each person is doing. Real-time reporting allows you to streamline your services.

5. Prioritization

With email, you are forced to take problems as they come, but with ticket tracking you can easily prioritize issues. This allows you to customize a workflow and rank issues by their urgency, ensuring the biggest problems are solved first.

6. Collaboration

Email can make teamwork tricky, since employees must either share inboxes or constantly send information to reach other. A good software system, though, lets everyone view and edit tickets at once, so that multiple people can work on one issue while keeping their progress in one place.

7. Improves Continuity

If a team member leaves or must be reassigned, then ticket tracking offers an easy way to delegate tasks. Simply switching a ticket to another employee allows them to pick up where the previous worker left off, preventing the complications of switching through email. This ability to delegate also makes ticket tracking software a good fit for those who start their own business or work in management.

Email might seem like the easiest customer service solution, but it can limit your business and complicate your work in unnecessary ways.Improve customer service by giving  Cayzu Help Desk a try today .

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Want to Provide Better Support? Don’t Always Believe Your Customers

When we say not to always believe your customers, we aren’t implying that your customers are lying or that they’re bad people by their very nature. What we are saying is that sometimes when your customers are so caught up in whatever issue they’re having with your product or service they simply can’t come to grips with the idea that they’re either mistaken or flat out wrong. It’s best that you learn how to handle confrontational or overbearing customers before you actually come across them. As always, hope for the absolute best while you prepare for the absolute worst.

It’s Human Nature

It’s a simple fact that everyone likes to be right (especially my wife J ), no matter how major or minor the issue in question might be . No matter what kind of facts or information you bring to your customers, they still might not admit that they are wrong or allow themselves to see that they are wrong. You aren’t doing yourself or your customer any favors by simply going along or acquiescing to their demands. Not only should you provide them with quality services or products, you should also make sure you’re educating them on how to use those products and services, which sometimes means gently showing them that they were mistaken.

Related: Is the Customer Ever Wrong? Answer: It Doesn’t Matter! 

It Takes a Village to Raise a Business

As a business owner, you’re probably used to dealing with customers of all types. That also means that you should expect to deal with complaints and issues of all types. Before you get upset with anything that a customer says, realize that not all customers will praise you in the same way. Some of them may praise and insult you in the same breath.

They Want to Sound Smart

The internet has made it easy to look up information and end an argument or answer a question. The downside to this is that some of your customers will want to sound smart, even though they probably don’t know as much about your product, service or industry as they think. Realize that some customers simply want to flex their intellectual muscles. While you’re taking care of them, try to teach them something new so that they have a new pearl of wisdom to show off.

Use Tact

No matter how obvious or tempting it might be, never tell a customer that you think that they’re lying or wrong. This can tarnish your business reputation and cause you to lose a customer and possibly even future business. Remember that the main goal of customer service is to take care of the customer and fix their problem, which you can’t do if they feel as though you’re attacking them. Use the customer complaint as a learning experience and a chance to WOW your customers.

Related: How to Fire a Customer in the Age of Social Media 

Use Your Tools

To better take care of your customers and do so more efficiently, use remote session tools like LogmeinRescue to take a look at their screen in order to confirm the problem yourself. Such tools are especially useful if your business is in the technical industry and customers aren’t able to efficiently and correctly explain what the problem is. Remote session and other helpful tools can help take care of customer issues faster than ever.

Get in touch with us today for more professional tips on how to take better care of your customers while you take better care of your business.

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How to use Social Media to Deliver Outstanding Customer Service

When customers can’t reach your company—or get an immediate response—through traditional channels such as your main phone number, help desk, or email address, they typically turn to your social media channels. In fact, recent research has found that 67 percent of consumers have used social media to resolve customer service issues in the past, and that figure is likely to increase.

From the consumer’s perspective, it makes sense. Rather than spending time waiting on hold, they’ve discovered that companies, fearful of appearing unresponsive, are quick to answer consumer requests through social media.

Related: 6 Reasons Social Media is Key to Your Customer Service Strategy 

How Social Media Customer Support Works

One industry that handles social media customer service particularly well is the airline industry. Since most air travellers use their mobile devices in airports, it’s easier than ever for them to get in touch with the airlines after, say, their flight has been cancelled. In these cases, it pays off for customers to post a message through the airline’s Facebook or Twitter page; often times information for the next available flight is posted immediately.

Create Separate Social Media Profiles for Service

Even for a small business, it may be a good idea to create separate social media profiles that are solely for service. That way, you can easily track the number of people who are responding to social media marketing and those who are seeking help. You can also analyze this data to find out how quickly you’re resolving customers’ problems and find ways to continually improve your response time.

In order to execute this, you’ll need to have a system in place that automatically monitors your social media properties for any questions or concerns from customers, so that trained service representatives will be able to address concerns quickly and efficiently. Although it may take some work to get started, keep in mind that in the long run, social media service is likely to save both time and money.

Even with full-time staffers, it’s impossible to respond to customers around the clock. So make sure you let customers know when they can expect to hear from your company via social media. For example, remind customers by posting “We’re here M-F, 9am-7pm EST” that you’ll get back to them during business hours.

Make It Personal

When customers communicate with your brand online, they’re looking for a personal connection. So make sure that each of your service representatives is using his or her first name when they talk with customers. Friendliness and a bit of a personal touch go a long way toward building rapport with online customers.

Related: Using Twitter to Improve Your Social Customer Service 

Make the Commitment

If you decide to take social media service to the next level, make sure you do it well. If you’re not fully committed to meeting customer needs through social media, your efforts could backfire. When you don’t respond to social media users promptly, customers become frustrated and you might as well not have a social media presence at all. Remember, a help desk solution that monitors your social media properties automatically for your will help!

Let Us Help You Help Your Customers

Cayzu can help you set up a plan for monitoring your online interactions with your customers so that you can provide outstanding customer service. With our online help desk support software, you can manage all of your customers’ help requests from a single portal no matter if they origination from the phone, email, chat,  your web site, or even Facebook and Twitter.

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Automated Assignment Rules and 15 Other New Cayzu Help Desk Features

One of Cayzu’s unique strengths is our deep understanding and appreciation for our customers.  We go above and beyond by listening and translating their needs into a great solution.  This is at the core of what we do each and every day.

This is why we are pleased to announce our next version of Cayzu Help Desk which is packed with 16 new features..  Here are some of more important help desk improvements:

  • Automation through Assignment
  • End-user customer portal re-design
  • Announcements and News added to the end-user portal
  • Real time Facebook updates
  • Dropbox integration
  • Skype integration
  • Set due dates
  • Customize end-user portal settings
  • Whitelist Company & Contacts
  • Turn system emails on or off
  • System emails now support HTML
  • Meta information added to FAQs
  • Support widget 2.0
  • Administrative contact to see all tickets for a company
  • Two New Reports


Automation through Assignment Rules: Increase productivity and efficiency with customizable & automated workflows.

Cayzu Help Desk Assignment Rules

End-user customer portal re-design: Who doesn’t like a new, fresh look? Now your end-user portal will now look better than ever before.

Announcements and News added to the end-user portal:  Enhance communication with your customers by managing news & announcements on your end-user customer portal.

Self service help desk portal

Self service help desk portal


Real time Facebook updates: Automatically monitor your Facebook account to ensure customer feedback gets answered right away!facebooklike2

Dropbox integration:  Now both agents and customers can add large attachments directly from their Drop Box accounts.Dropbox_Attach

Skype integration: Let your customers chat over text or phone directly from your end-user portal using their Skype accounts.

Skype Help Desk

Skype Help Desk

Set due dates: Does a customer need something done by tomorrow? Now easily track due dates from within your help desk portal by attaching due dates to a ticket.

Help Desk Due dates

Cayzu Help Desk – Due Dates

Customize end-user portal settings: Get even more granular with the ability to turn on and off any option that you want.

Whitelist Company & Contacts: Now you can restrict which contacts and companies are allowed to post tickets.

Cayzu Help Desk - End User Portal Settings

Cayzu Help Desk – End User Portal Settings


Turn system emails on or off: Don’t want your users to get an account creation? Not a problem, the new Cayzu Help Desk allows you to turn off any email that you wish.

System emails now support HTML: Beautify your  system emails with HTML.  Now fully supported.

Cayzu Help Desk email settings

Cayzu Help Desk email settings


Meta information added to FAQs: Get more out of your knowledge base by optimizing your FAQs, News and Topics for search by setting their meta information.

Cayzu Help Desk meta tags

Cayzu Help Desk meta tags

Support widget 2.0: Our newly enhanced support widget code allows you to now add our auto-suggest technology directly into your web site with an easy to use snippet of code!

Administrative contact to see all tickets for a company: You can now set a contact to be able to see all tickets associated to their company.

Two New Reports: Now quickly view Tickets by Contact and Open Tickets by Agents through two new reports.

Cayzu Help Desk new reports

Cayzu Help Desk new reports

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 .

We look forward to your feedback as you use Cayzu Help Desk v2.2.0!

Cayzu Helpdesk – Make your customers happy!

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