Cayzu

Speed, reliability, support, flexibility, customization, training and the fact they care enough to be very responsive to their Customers needs while they help that Customer support their own Clients

• The SLA features are a real life saver, and our report metrics are spot on now
• Automation means the agent and I always know when something important happens
• Our customers love it too--they don't have to feel obligated to maintain a conversation after their problem is resolved
• This creates realistic expectations for the customer
• If we don't hear back from the customer--Cayzu closes the ticket
• Before Cayzu, we had to sift through hundreds of tickets sometimes (especially on Monday and after holidays)
• Not anymore--now we can concentrate on the important tickets in our queues
• I love tags
• It's a simple way to track, manage, report, sort and classify tickets without spending a lot of time for setup or giving techs an Admin login
• Agents love that they can tag tickets to develop their own workflow--without being Admin-level users
• Twitter & Facebook integrations make it seamless--we started to realize that we were missing a lot because we weren't paying attention to it, now we do intuitively and seamlessly
• The LogMeIn integration is really useful for our agents to provide remote sessions quickly, and it's simple for the customers to start the session on their side
• Pricing structure is simple and straightforward
• I recommend the PLUS Plan
• --it's only a little bit more but it's still affordable & competitive compared with other help desks

• The most valuable thing for me is there support team
• They are always willing to help me out

• What I liked the most about the software is that it is accessible via phone or laptop along with the knowledgebase can be viewed on both as well
• That will make for easy access for techs when they need to resolve an issue quickly
• Each agent has their own dashboard so there is an option for a To Do list that can be edited
• The system also has a built in SLA system that allows for easier tracking of your tickets
• Another great feature is that when a customer sends an email it creates a ticket and it is reported back to the customer so there is no waiting for a ticket number
• IT appears that automation plays a huge part in this with the team collaboration
• Support for multiple email addresses is supported as well when creating tickets
• The grid can be customized to have several fields for the view setup
• It has the ability to locate and arrange tickets according to groups or views and they can be assigned to other techs easily
• That may be a good idea for some users dependent upon what department they work in
• Columns can also be customized as well
• I also think that it is a great idea that there are canned reports that are already included in the software
• Data can be exported very easily with the click of a button
• Users of the system can also be easily setup and assigned permissions without using Active Directory
• The system can also handle the several products an brands at one time
• The Admin Hub keeps everything in a central location

• I love how this software allows me to customize my groups for tickets, as well as brands
• I can keep track of my customers and answer their questions without any hiccups
• Being able to create knowledge from previous tickets helps me save time so that I don't have to type replies each time
• In addition, I like that I can export data from tickets and look over them to help me review my business
• The due dates and reminders help me keep track of my business; it does it for me
• I have customized my entire dashboard to my liking, which is very helpful
• Navigating this software is rather simple and easy

• Our company has been growing and we recently had to expand our staff
• Our old system had a real learning curve and I quickly became annoyed with all the errors and extra time out of my day that I had to spend correcting mistakes, explaining something for the 10th time, and redeeming customer service errors
• I knew we had to upgrade if we were going to continue taking it to the next level without me losing my sanity
• Cayzu saved the day
• I love how Cayzu allows administrators to restrict the damage new hires can do while learning the ropes and how intuitive the whole process is to figure out
• I can prevent new hires from being able to permanently delete anything or reply to high importance tickets without first consulting or passing on to an administrator
• It's been a real life saver for increasing overall efficacy, customer service and the time available in my day to tackle the bigger, more pressing components of running a small business

• This new version is really impressive
• We're reviewing it now and it's light years ahead of trouble ticket software from years past
• One of my favorite features is the independent fields setup
• This allows us to create a decision tree that guides the agent through a step-by-step process for common issues
• The interface is extremely intuitive and user-friendly on the front end, but it's highly customizable too
• We can set the system up to do what we want, where we want when we want, that's a real bonus for streamlining our helpdesk operation
• I also love the mobile app support for our field techs, they can easily update tickets when they're out doing a service call or a desktop fix
• I've been a Helpdesk agent as well as a Supervisor, and I really wish we had a ticketing system like this when I was still a front-line tech
• It's great for us on the management end in terms of capability, flexibility, open-ended architecture and all that, and it'll be just as great for our customer facing work teams who use it every day
• The bottom line is serving our clients, and the new Cayzu release will really help our helpdesk to help our clients
• That's a lot of help
• Great job guys

• I loved how easy it was to customize Cayzu help desk software
• For example, I am able to easily customize the agent roles and abilities
• I can also automate the business rules (SLAs) to make sure that customer requirements are being met
• Assignment rules provide the ability to easily customize where certain tickets are assigned (ex
• to a certain department or agent)
• Finally, I really liked the ease of setup and flexibility for custom fields

• I really liked the flexibiity of incoming tickets that can go to round customer rep or to a specific agent (based on their schedule or time zone)
• This will allow for focused customer service, and will create a platform that covers all the bases
• The articles and public knowledge section are a great benefit to the clients and end users, but are also a terrific resource to agents
• I can see it being used as a resource for continuing education of sales teams or customer service agents, as well as management and leadership topics
• From a management perspective, the Reports and Agent Roles assignments are also an excellent tool to manage teams and add responsibilities to agents

• Like other Help desk ticketing software the main purpose is to log, manage and resolve customer issues, but with Cayzu it's more
• It has a number of powerful features such as Service Level Agreements with customized escalation options, the ease of Knowledge base creations and accessible FAQs that can be easily passed onto customers via links
• The system does this by allowing you to upload documents with no data usage caps and unlimited storage so they can be linked in your tickets
• Cayzu already has a number of application integration options to Skype and Live Chat to name a few, but to top it off Cayzu can to integrate with other well known software upon request, all you need to do is make a request and if they can they will
• What makes working with Cayzu even better is its flexibility in allowing API connections to your in-house software making it a more appealing solution
• In terms of interface you have the Dashboard tailored to agent user roles and the ability to see how team members are progressing with tickets
• Tickets can be easily viewed in groups, can be signed to other agents with ease and you can keep track of time and status of tickets of other team members
• This providing a very powerful team collaboration solution