Cayzu Software


 

Cayzu is a cloud-based help desk management solution designed for small and midsize businesses. It offers ticket management, issue management, a self service portal and automated routing functionalities within a suite.

The software features email integration, which enables users to directly convert emails to service requests. The system then automatically queues all incoming requests and assigns them to available, appropriate agents in order to efficiently handle customer queries.

Cayzu’s self service portal displays all service requests from multiple websites in a single console. Users can also build a knowledge base on their site to help other users find answers to the most common queries.

With the help of customized reporting and dashboards to track and monitor the performance of help desk operations, users gain a complete view of all their customer service activities and are better equipped to make decisions regarding their service requests. Cayzu is available per user per month or year.

 

Cayzu - Ticket creation
 
  • Cayzu - Ticket creation
    Ticket creation
  • Cayzu - Business rules
    Business rules
  • Cayzu - Mobile app
    Mobile app
  • Cayzu - App integration
    App integration
  • Cayzu - Mobile devices
    Mobile devices
Supported Operating System(s):
Web browser (OS agnostic)

29 Reviews of Cayzu

 

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Software Advice Reviews (1)
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Showing 1-1 of 1

Marc from USDV, Inc. US DataVault
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

US DataVault loves and appreciates Cayzu!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 
 
Showing 1-20 of 28

Colette from QuinnBet
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2017

October 2017

Cayzu has transformed the way we manage our customers' queries. A fantastic asset to our business!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
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Quality
Value for Money
Value
Support

As mentioned in my review, it has helped us to respond to our customers in a more timely and consistent manner, it has helped us to manage both our team and our business better.

Pros

This is a very simple and straight-forward system for us to use, and we have been able to use more of the features as our business has grown and developed. The canned responses and the automation has really helped us to speed up our process, and to be more consistent with the information that we give our clients. We operate a bonus system for our employees, and Cayzu's built-in SLAs helps us to manage this bonus system very easily. It also helps our employees to be more aware of their workload, and see how they are performing against their targets, so they love it too! Our ability to produce relevant reports, configured to suit our business has improved dramatically, which is helping us to manage our business better, and to focus on areas that need management attention.

Source: Capterra
 

Robyn from Robyn's Nest Jewelry
Number of employees: 1 employee Employees number: 1 employee

October 2017

October 2017

This software is fantastic with great user-friendly ease.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Quality
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Support

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.

Source: Capterra
 

Andre from FastFirms
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2017

October 2017

Awesome replacement to our outdated ticketing system!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Replaced our old ticketing system

Pros

I like how easy the ticketing system is to use. I really like the search function and how I can track the tickets via the various filters! I'm doing the administration for our staff as well and it's really easy to assign tickets to our agents!

Source: Capterra
 

Emma from The Publishing Foundry
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Easy to use, does exactly what it says on the tin

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
Product Quality
Quality
Value for Money
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Support

It comes with a lot of pre-defined functionality off the shelf, it doesn't need to be heavily configured before it can be used like some systems. The methodology can be applied straight out of the box. The reports are really refreshing, as a Helpdesk Manager it immediately gives me the stats that I need to report to the directors.

Pros

Ease of use, SLA incorporation, mobile platforms, being able to reply in bulk to a customer base, simple, useful reports, being able to reply to tickets via email. Everything you need is wrapped up in this system, no need to have multiple systems open. Integrates seamlessly with third party providers and external partners can offer advice.

Cons

Nothing, it does everything I need. If I had to find fault with the software, it's really my own preference for more traditionally installed systems, I'm not a big fan of browser based software.

Source: Capterra
 

Angie from CisTech

June 2017

June 2017

Cayzu brings ease towards customer support with better management and customization uses

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
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Support

Better management, and higher productivity of our team

Pros

The availability for the To-Do list for each agent and as a team would be extremely helpful towards hitting deadlines. I love the level of customization for each agents, and creating forms would better manage, and direct each issue to the appropriate department for great support.

Cons

This is a great software! The only comment I would give would be to see some integration with project work management, and it would be perfect!

Source: Capterra
 

Alina from Fruty S.A.
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Really great, works with MS Outlook, built in global search, in few words - it is the best!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
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Support

It's great to have a free trial and that you do not have to sign any contracts and show your credit cards. Thank you. The great benefit is that I could use Cayzu Apps.

Pros

I like that I can get quick responses if needed; I am able to add private communication between my team and the customer does not see it, besides it is integrated with Skype, Survey Monkey, Jira, and more; it's perfect that automation is built in; a great advantage is it's easy start; plus, one more great feature is that it offers unlimited storage to attach documents and links.

Source: Capterra
 

Linda from UpWork

June 2017

June 2017

Interactive software that benefits support, client, and end user equally

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I thought it was terrific, they've examined every option that clients/customers might be searching for solutions. I look forward to hearing more about Cayzu, would love to work with the software in the future.

Pros

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.

Source: Capterra
 

Christine from US Patent and Trade Office

June 2017

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Functionality
Functionality
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Quality
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Support

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.

Source: Capterra
 

Bernice from iFlow Productions

June 2017

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Source: Capterra
 

Pete from Zealty

June 2017

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Source: Capterra
 

G.A. from BNP

June 2017

June 2017

It is very user friendly software and I believe that it can be implemented in very useful ways

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I like the interface and the flow of the software. Its very intuitive overall and very easy to use for even the most novice of computer users. The interface makes it easy to navigate and the simplicity of the workflow allows you to do what you need to do without getting confused or bogged down. The fact that the SLA's were built in was a big positive factor as well.

Cons

I am not a fan of learning a bunch of new features but this was extremely easy and made figuring out the features very simple.

Source: Capterra
 

Anna from Friendemic
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

I've only used this program for a short while, but I love it.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

1) Social media management is easier. 2) Everything is easy to find and there are more options than I'm used to for customer service software. 3) It's easier to do internal and external support which saved a lot of time with unorganized email threads.

Pros

1) This program is the mixture of the best of Sprout, Salesforce, and Zendesk with added twists that help make work a little easier. 2) One feature that is cool is the split feature. If the customer replies back to a previous ticket with a new problem you can click the split button and it will generate a new ticket with that email. 3) The modern feel of the software makes it easier to work with. 4) The social media tickets are also very useful!

Source: Capterra
 

Amy from Persian Power Deals

May 2017

May 2017

Great help desk software with robust functionality for your small business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Robust functionality in help desk software. Ability to easily customize needed fields and agent roles. Automation of business rules is very valuable to businesses to ensure that client SLAs are being met.

Pros

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.

Cons

For some fields, I would like the ability to customize the size of the text on my dashboard. Looking forward to the June 2017 version of the software which will allow even further customization abilities for this already robust software.

Source: Capterra
 

Cheri from The Helping Hand
Number of employees: 1 employee Employees number: 1 employee

May 2017

May 2017

Liked the overall UI and ease of use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Ease of set up and use got me to my customers quickly and efficiently.

Pros

I particular like the ticket management so customers can use email, forms or social media to contact my company. My team has also liked how Cayzu treats each brand or product individually. Another major point for me has been finding a help desk that has Google Analytics integration.

Cons

I have not found anything I do not like about this software yet. I look forward to additional reporting features.

Source: Capterra
 

Erin from Information Technology
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

Intuitive help desk is a life saver for my growing small business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
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Support

helps us narrow down out support into 1 app that handles the differnt methods of contact. If i didn't use this i'd have to come up with something that won't integrate all of the things together, like grooveHq, but that wasn't a good fit for us, and the didn't have an app or ways to stream twitter and facebook. for an unlnown reason, when i tap my shift key, the pc is pasting a sentence i copied a few minutes ago, very fast, super fast, so all of my writing here is in lower case becasue the caps lock and the shift keys are auto-pasting that text rapidly. my industry is we sipply customer service call center and help desk solutions to other businesses, but this industry doesn't seem to be listed. customer service should be considered an industry.

Pros

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.

Source: Capterra
 

Jennifer from InterFirm Canada
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

Really impressed due to how flexible and customizable it is, particularly the end user portal.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Simple, centralized control and great reporting of key operating data by whatever dimension we need.

Pros

The custom forms for end users are great. I was really surprised at how robust the reporting can be in dashboard format. That makes key stats very obvious. Great to be able to roll up agent activity by SLA and other dimensions. Very good collection of App integrations.

Cons

There are many layers to the features, but you get use to that. Anxious for the customizable end user portal to be released.

Source: Capterra
 

Vadim from IT Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2016

July 2016

Cayzu allows me to save countless hours

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I found out about Cayzu from my colleagues, one of them talked about something that helps to save time and money. I did not understand what is it, at that moment, but decided to learn because i am always interesting in effectiveness improvement for my business.
I signed up for a free account, and I was setup in minutes. This product has saved me from trying to manage multiple emails from many different customers. Cayzu provides all features that I need for my small company. One portal for Agents and one for Customers and a Mobile App !!!

Pros

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

Cons

I didn¿t find anything I did not like about it.

Advice to Others

Cayzu is a no brainer for me, because you can control all your support from any computer no matter where you are...

Source: Capterra
 

Serg from Brave
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2016

July 2016

Must-Have app

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Cayzu is an ease to use and extremely important application for your business. You can make a wonderful support of your customers. It has different features like products, brands, integrations with different apps. There are lots of reports, they bring you an opportunity to control the support process more efficient. The price is very affordable and one of the lowest in the current market. More then that you can always contact the support team and discuss new features and improvements.

Pros

- ease to use;
- low price;
- wonderful support team.

Advice to Others

You can try it for free.

Source: Capterra
 

Veronica from Orion Printing
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2016

July 2016

Cayzu is the place to be if you want to provide great support.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Cayzu was easy to work with, they helped me get setup and I was running in minutes and not hours. I would highly recommend them!

Pros

- Easy Setup
- Free Support & Setup
- Can't beat the price

Cons

- Missing Forums

Source: Capterra
 

Josh from Flexkor products

July 2014

July 2014

Better organization for Flexkor with Cayzu

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Using Cayzu has worked out great for Flexkor. My team has used other help desk solutions in the past and they do not compare Cayzu¿s ease of use and feature set. I¿m providing better customer service because of it! I highly recommend Cayzu! Josh Cameron , Owner of Flexkor products

Source: Capterra