Cayzu

Cayzu

Cloud Based Help Desk Software That Actually Helps

5/5 (27 reviews)

Cayzu Overview

Cayzu is a cloud-based customer support help desk software that was built to improve the customer support experience. The platform allows users to manage all support requests from a single cloud based portal, no matter if they are coming in via phone, email, Facebook, Twitter or even mobile. Cayzu also handles multiple products, brands and workflows.

Cayzu lets organizations give their customers the freedom to get help any time, anywhere with a branded self-service portal. Empower customers to submit and track tickets anytime or provide automated responses 24/7. Personalize all aspects of the end-user customer portal including a custom logo, colors and even URL.

With Cayzu, users can respond to comments from social media from a single portal. Agents won’t have to juggle between multiple social media profiles, screens and mailboxes to provide support and resolve issues. Cayzu’s knowledge base, ticket creation and auto-suggest technology can integrate into websites in the form of a simple widget.

Cayzu's knowledge base employs tools such as Google Analytics, allowing users to monitor article usage and rankings to see which are the most effective. Reports and dashboards feed support teams with critical information so they can react quickly and efficiently.

Pricing

Starting from
US$4,00/month
Pricing options
Free Trial
Subscription

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

English

Cayzu Reviews

Overall rating
5/5
100% positive reviews
26
Excellent
1
Very good
0
Average
0
Poor
0
Terrible
Marc S.

US DataVault loves and appreciates Cayzu!

Used Other for 2+ years
Reviewed on 2017/05/26
Review Source: SoftwareAdvice

US DataVault has been using Cayzu since 2014 and has found it to be an easy to use and affordable Help Desk Solution!

We run a 24x7 Tech Support operation for our Clients and with Cayzu our Clients never have a problem reporting their problem or maintaining contact with our Support Team to assure the issue is fixed to their satisfaction.

As Senior Management it is very convenient to be able to log in anytime and check the flow of support tickets as well as the resolutions presented.

Additionally, the tools and support we get from Cayzu are great! For example, here are some recent improvements to the Cayzu Help desk service:
Round Robin (Automatic distribution of tickets)
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

It is the Cayzu commitment to innovation and growth that really make them a pleasure to deal with. And, you can GET ANSWERS ANYTIME. The wealth of knowledge within the Cayzu Customer Service Knowledge base is very useful and frequently updated. This helps us and them reduce calls and increase customer satisfaction.

Client Empowerment? Cayzu makes it easy. Customers can use the service to submit and track tickets anytime and we can provide automated responses when Tech is not immediately available. They Cayzu service is so fast that we have no problem being able to see and respond to a request for help easily within the 15 minute contact window we provide to all Clients.

With Cayzu we were able to customize all of our pages to CREATE A BEAUTIFUL SUPPORT DESTINATION and rebrand all aspects of our customer support portal to secure our Brand Identity all the way through the Support process. One this we appreciated is that we could even use our logo, colors and URL links.

One area Cayzu really shines is in Training. A few recent titles are:

How to impress your customers and provide exceptional support.
How to tailor to the millennials and let them help themselves.
Learn the best ways to organize your support emails.
Join in a Q&A session so your questions are addressed real time.

In closing, US DataVault feels that Cayzu is one of the best decisions we have made and our Clients universally agree. What more can one ask for?

Pros

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Christine G.

It was very interesting to view a new Helpdesk software that will support internal and external.

Used Daily for 1-5 months
Reviewed on 2017/06/07
Review Source: Capterra

The benefits that you will get is the ease of use for the software. You will also get a central location where you can setup users, provide their permissions, create email addresses and assign users to their respective groups. That is a huge asset because it eliminates the middleman and the use of Active Directory.

Pros

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

Cons

What I didn't like about the software that there was no place for inventory to be recorded or accounted for.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Pete R.

Cayzu is the clear winner for us. Easy to use, flexible, great for agents and great for management.

Reviewed on 2017/06/03
Review Source: Capterra

Pros

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.

Cons

It's hard to say. We're still in the evaluation phase. There's so much capability in there it's difficult to know what we might run across. We'll be making the most of the customization capability; that might take some doing but the learning curve looks fairly straight-forward.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Robyn M.

This software is fantastic with great user-friendly ease.

Used Daily for 1-5 months
Reviewed on 2017/10/17
Review Source: Capterra

I gained the benefit of being able to keep track of my customers and their orders or order problems. I was able to read and respond to all tickets in a timely manner. I also gained a great insight into my customers' experience with my business, enabling me to improve it. Finally, this software helped me manage my time better and never miss due dates or deadlines.

Pros

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.

Cons

I feel that this software can be too customizable. It is difficult to undo things and you can easily create too many categories. This can be great, but it can be a con if you tend to be disorganized. Try to keep categories for brands more general.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Bernice B.

Simplicity is how I describe Cayzu. It's simple, flexible and packed with extra functionality.

Used Other for 1-5 months
Reviewed on 2017/06/06
Review Source: Capterra

Pros

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.

Cons

I didn't experience anything I didn't like with the system this far. From a Small to Medium sized business perspective I believe this product is extremely fit for purpose.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Cayzu Pricing

Starting from
US$4,00/month
Pricing options
Free Trial
Subscription

'Per agent' pricing plans: Basic, Team, Pro, Enterprise, Enterprise & Freedom.

Cayzu's Freedom Plan is a fixed price per month for up to 70 agents and all features are included (Enterprise Plus level).

Cayzu Features

  • API
  • Custom Fields
  • Customizable Branding
  • Customizable Templates
  • Email Integration
  • Mobile Integration
  • Real Time Data
  • Reporting & Statistics
  • Social Media Integration
  • Third Party Integration

  • Activity Dashboard
  • Activity Tracking
  • Automatic Notifications
  • CRM Integration
  • Calendar Management
  • Customer Database
  • Customizable Reporting
  • Data Import/Export
  • Electronic Payments
  • Reminders

Additional information for Cayzu

Key features of Cayzu

  • Advanced filters
  • App integrations
  • Asset management
  • Auto reply
  • Automated rules
  • Automated rules and workflows
  • Branded self-service portal & knowledge base
  • Custom domain
  • Custom roles/permissions
  • Customer feedback
  • Email forwarding
  • Global support (multiple products, languages, timezones)
  • Help desk API
  • Help desk integration
  • Internal notes
  • Knowledge base
  • Large attachments
  • Manage topics, news & articles
  • Multt-channel support
  • Reporting & analytics
  • Solve tickets across teams
  • Ticketing system
  • Time tracking

Benefits

  • Cayzu provides an easy way to manage all support requests from a single cloud portal, no matter if they are coming in from the phone, email, Facebook, Twitter or even mobile.

  • Automate the help desk and improve efficiency and productivity with workflows and custom rules.

  • Cayzu makes it a breeze to manage the call centre with quick actions, one-click assign, resolve and meaningful organization of support content.

  • Intelligent back-office features provide users with full control over the help desk portal, plus access to real-time reports.

  • Cayzu is completely cloud based and works seamlessly in any browser so users can help customers from anywhere, any time, using remote resources.

  • GetApp Analysis

    Cayzu is a cloud-based help desk management solution that allows users to easily manage all their support requests from a single portal, regardless of the channel the requests originate from. Customer help desk requests can come from various channels – email, landlines, mobile phones, chat, your website, and even social media – a situation that can be nerve-wracking without the right management tools.

    The software has built-in integrations with social networking sites like Facebook and Twitter, allowing users to easily interact with their customers on social media. Cayzu’s uncluttered interface and user-friendly navigation affords users the ability to focus more on their jobs and less on software complexities. Cayzu also allows users to manage multiple products and brands from a single console.

    Built for small to medium-sized enterprises from various industries, some of Cayzu’s main features are team collaboration, real-time reports, knowledge base portal that’s 100% brandable, mobile apps, and powerful integrations.

    Cayzu's minimalistic, no-nonsense interface provides users with essential stats like open tickets, ticket stats and close rates. The to-do menu on the right side of the screen provides quick access to common tasks and agent-created notes.

    What is Cayzu?

    Cayzu is an intuitive ticket workflow system that enables team collaboration when providing customer support. Support ticket requests are aggregated no matter where they’re coming from, like Facebook, Twitter, website, phone, email or chat. Aside from real-time reporting options that allow support representatives and managers a clear insight into how they’re faring with their help desk efforts, Cayzu supports email-to-ticket conversion for speedier processing.

    The software also comes with a search feature that lets you search for tickets, replies, contacts and FAQs. It also gives you the ability to support multiple products and brands in a single place. Cayzu is highly customizable and can be configured to match your business rules, branding, and others.

    Cayzu can be fully customized to suit your branding and business needs.

    Cayzu Main Features

    Team Collaboration for Support

    Collaboration is at the heart and center of team efficiency. With Cayzu, the support team is equipped with the necessary automation, workflow, organizational and collaboration tools. Once logged in to Cayzu, you automatically see the open tickets that have been assigned to you and the team. The dashboard also shows how many support tickets are overdue and unassigned, even a quick snapshot into the team’s close rate stats. A to-do menu on the right-hand side of the screen provides quick links to important activities.

    To create a new support ticket, select the corresponding activity from the to-do menu, or hover your mouse over the New button on the upper left-hand side of the dashboard and select New Ticket. Add a subject, search a contact, an assignee, and describe the customer support request. A file or document can also be attached for added context. Provide other details like the ticket type, priority level, ticket source (email, mobile/API, web portal widget, etc.), and ticket status. Select the correct product type from a pre-defined list, and add in some tags, if applicable. To ensure they know they have a new support request pending, Cayzu can automatically send an email to the assignee.

    One way Cayzu supports help desk collaboration among teams is through ticket assignments that automatically send email notifications to assignees.

    Real-Time Reports

    Real-time reports enable companies to gauge the effectiveness of their help desk initiatives, and with Cayzu, running reports can be done in just a few clicks. Right out of the box, Cayzu provides three reports categories: General Reports, Agent Reports and Company Reports. The Help Desk Load Analysis report shows the number of tickets received versus resolved for a particular transaction period. The Top Viewed and Top Rated FAQs report lets you know which self-help topics are getting the most views, and which ones customers find the most helpful.

    The Agents Summary report shows the number of open/closed tickets per agent, and the Timesheet summary can be used to track the number of billable help desk hours per customer. Under Company Reports, the Summary shows the number of tickets received for a certain transaction period, the number of resolved and open tickets, the average agent response time, average resolution time, average number of customer interactions, and others. Total number of tickets can also be viewed by source or priority.

    Real-time reports give users an insight into how their help desk support initiatives are faring.

    100% Brandable End-User Knowledge Base Portal

    Given the amount of time agents spend handling help desk support tickets, a self-service portal empowers your customers to address issues they can easily handle on their own. This is a win-win situation because your agents get to spend more time taking care of the more complex customer support requests, and customers don’t waste time and emotional energy fretting over issues they can self-resolve with the help of step-by-step how-to guides.

    To create a knowledge base item for the self-service portal, click on Topics on the top left-hand side of your Cayzu dashboard and select Add Topic. From there, you will be taken to a new window where you can add a title and the content of your self-help topic. When done, select the corresponding product for your topic, including the related tags for better searchability. All aspects of your self-service customer portal can be rebranded using your color, logo, even your URL.

    Your customer self-help portal can be 100% branded, your business logo and colors included.

    Mobile Apps

    In this highly connected, highly mobile business landscape, the ability to track the health of a company’s customer service initiatives anywhere, anytime and via any platform can be a game-changer. Customers want their issues resolved in a timely manner, and businesses who always fail to deliver the speed of service they require may have to rethink their strategy.

    To provide anywhere, anytime access to support agents, Cayzu provides native mobile apps for Android and iOS. The application also runs as a mobile web app on other mobile platforms like RIM-Blackberry and Windows Phone.

    Mobile apps allow your agents to address help desk concerns even when on the go.

    Powerful Integrations

    Despite your efforts to make your help desk support number, email address and URL visible for easy access, some people may still opt to talk about you on social networking sites. Unresolved issues posted on these sites can be catastrophic to your brand’s reputation. Cayzu has built-in integrations with Facebook and Twitter so that your support personnel don’t need to toggle between pages to communicate with your customers using their chosen platform.

    Aside from social integrations, Cayzu has ready-made integrations with apps like Google Analytics, various CRM software and SurveyMonkey.

    Cayzu's integration with social media platforms enable you to directly interact with your customers via Facebook and Twitter.

    Cayzu Integrations

    Cayzu readily integrates with [Highrise] (http://www.getapp.com/highrise-crm-application), [Salesforce] (http://www.getapp.com/salesforce-application), Logmein.com, [SugarCRM] (http://www.getapp.com/sugarcrm-application), [Zoho CRM] (http://www.getapp.com/zoho-crm-application), [LiveChat] (http://www.getapp.com/livechat-software), and more that are coming soon. Cayzu also has an API client that allows customers to keep their legacy systems and integrate with other third-party apps to make their business processes a lot simpler.

    Cayzu Pricing

    Cayzu is a pay-as-you-go subscription service that offers three pricing packages: SOLO, PRO and FREEDOM. Cayzu’s SOLO plan is free forever for the first three agents. The PRO package charges users at a monthly $10 per agent, if paid annually. Users can also opt for the unlimited agent plan, FREEDOM, which costs $79 per month, if paid annually. Upgrade, downgrade, and even cancelations can be done any time. No penalties or cancelation fees to worry about.

    Cayzu Bottom Line

    • Intuitive ticket management system that uses one uniform reply screen for all requests received – whether through phone, mobile, email, the company’s website, and even social media
    • Reduces help ticket requests by providing your clients with self-help capabilities from a 100% brandable end-user knowledge base portal
    • Allows easy configuration of multiple SLA (service level agreement) policies by creating workflow actions based on preset triggers like time-based conditions or ticket changes
    • Insights and reports in just a few clicks
    • Integrates with Salesforce, Highrise, Zoho CRM and Sugar CRM

    Cayzu FAQs

    Below are some frequently asked questions for Cayzu.

    Q. What type of pricing plans does Cayzu offer?

    Cayzu offers the following pricing plans:

    Starting from: US$4,00/month

    Pricing model: Subscription

    Free Trial: Available

    'Per agent' pricing plans: Basic, Team, Pro, Enterprise, Enterprise & Freedom.

    Cayzu's Freedom Plan is a fixed price per month for up to 70 agents and all features are included (Enterprise Plus level).

    Q. What are the main features of Cayzu?

    Cayzu offers the following features:

    • Advanced filters
    • App integrations
    • Asset management
    • Auto reply
    • Automated rules
    • Automated rules and workflows
    • Branded self-service portal & knowledge base
    • Custom domain
    • Custom roles/permissions
    • Customer feedback
    • Email forwarding
    • Global support (multiple products, languages, timezones)
    • Help desk API
    • Help desk integration
    • Internal notes
    • Knowledge base
    • Large attachments
    • Manage topics, news & articles
    • Multt-channel support
    • Reporting & analytics
    • Solve tickets across teams
    • Ticketing system
    • Time tracking

    Q. Who are the typical users of Cayzu?

    Cayzu has the following typical customers:

    Freelancers, Mid Size Business, Non Profit, Public Administrations, Small Business

    Q. What languages does Cayzu support?

    Cayzu supports the following languages:

    English

    Q. What type of pricing plans does Cayzu offer?

    Cayzu has the following pricing plans:

    Subscription

    Q. Does Cayzu support mobile devices?

    Cayzu supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Cayzu integrate with?

    Cayzu integrates with the following applications:

    FreshBooks, Help Desk Migration, JIRA Software, LiveChat, Slack, SugarCRM, SurveyMonkey, Twitter, Zoho CRM, tawk.to

    Q. What level of support does Cayzu offer?

    Cayzu offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials