Cayzu Help Desk Release

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.

 

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