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 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.



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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)

4 stars

(1)

3 stars

(0)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 31 reviews

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May 2017

Marc from USDV, Inc. US DataVault

Company Size: 2-10 employees


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.

May 2017

Erin from Information Technology

Company Size: 2-10 employees

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



June 2017

Christine from US Patent and Trade Office

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

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!

June 2017

Pete from Zealty

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

June 2017

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

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.

October 2017

Robyn from Robyn's Nest Jewelry

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

October 2017

This software is fantastic with great user-friendly ease.

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.

June 2017

Bernice from iFlow Productions

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2017

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

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.

June 2017

Linda from UpWork

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2017

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

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.

May 2017

Amy from Persian Power Deals

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2017

Great help desk software with robust functionality for your small business

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.

June 2017

Emma from The Publishing Foundry

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2017

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

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.

October 2017

Colette from QuinnBet

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

October 2017

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

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.