About Cayzu

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 dash...


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Supported Operating System(s):

Web browser (OS agnostic)

31 Reviews of Cayzu

Average User Ratings

Overall

4.97 / 5 stars

Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

Ratings Snapshot

5 stars

(30)

30

4 stars

(1)

1

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 31 results

May 2017

Erin from Information Technology

Verified Reviewer

Company Size: 2-10 employees

Industry: Information Services

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2017

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

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.

Cons

May 2017

Marc from USDV, Inc. US DataVault

Verified Reviewer

Company Size: 2-10 employees

Industry: Computer Software

Time Used: More than 2 years


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

May 2017

US DataVault loves and appreciates Cayzu!

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.

July 2016

Vadim from IT Consulting

Verified Reviewer

Company Size: 2-10 employees

Industry: Education Management

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2016

Cayzu allows me to save countless hours

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.

Response from Cayzu

Replied July 2016

Thanks for sharing! Glad you like it! www.cayzu.com

June 2017

Christine from US Patent and Trade Office

Verified Reviewer

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2017

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

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.

May 2017

Hannah from Fair Trade Vibes

Verified Reviewer

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2017

Redefines intuitive customer support

Pros

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.

Cons

The only thing I didn't exactly care for with Cayzu is the highlight color when you click on the menu buttons. I suppose it's probably an objectively nice, warm shade of blue that most would find appealing. However, that shade of blue reminds of the color of my locker way back in Middle School. Overall though the entire visual presentation of Cayzu is outstanding. Can't really think of anything else that I'd possibly change about Cayzu. It's been working out great for our company and very happy overall with how easy it's been for staff to pick up on.

Response from Cayzu

Replied May 2017

Hannah, glad you like the system! Lots more great features and a great new look coming so stay tuned!