Cayzu Pricing, Features, Reviews & Comparison of Alternatives

Cayzu

Cloud Based Ticket Management & Help Desk Software

4.97/5 (31 reviews)

Cayzu overview

What is Cayzu?

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.
www.cayzu.com

Pricing

Starting from
$4/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English
Cayzu screenshot: Identify and resolve the most critical customer issuesHighlevel Cayzu Help Desk Software DemonstrationCayzu screenshot: Reply with common snippets and answers, add internal notes and team members to address issues. Cayzu screenshot: Customize and build functional reports on metrics that matter to your bottom line.Cayzu screenshot: Integrations with the most popular software and apps and social media platforms.Cayzu screenshot: Build reports that you care about.Cayzu screenshot: A complete branded self service portal, with articles, k-base, and more.Cayzu Help Desk Software OverviewCayzu Help Desk - Make your Customer Happy!

Cayzu reviews

Excellent
30

Very good
1

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.9
  5.0
  4.9
  4.9
Erin Donovan

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

Used daily for less than 6 months
Reviewed 2017-05-26
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Marc Shaffer

US DataVault loves and appreciates Cayzu!

Used occasionally for 2+ years
Reviewed 2017-05-26
Review Source: Software Advice

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
Features
Customer support

Likelihood to recommend: 10/10

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Christine Griffin

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

Used daily for less than 6 months
Reviewed 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
Features
Customer support

Likelihood to recommend: 10/10

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Vadim Struts

Cayzu allows me to save countless hours

Used daily for less than 6 months
Reviewed 2016-07-06
Review Source: Capterra

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


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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Hannah Curtiss

Redefines intuitive customer support

Used daily for less than 6 months
Reviewed 2017-05-17
Review Source: Capterra

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


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

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Cayzu pricing

Starting from
$4/month
Pricing options
Free trial
Subscription
View Pricing Plans

'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
Real Time Data
Reporting & Statistics
Social Media Integration
Third Party Integration

Activity Dashboard (222 other apps)
Activity Tracking (166 other apps)
Automatic Notifications (203 other apps)
CRM Integration (136 other apps)
Calendar Management (186 other apps)
Customer Database (158 other apps)
Customizable Reporting (168 other apps)
Data Import/Export (179 other apps)
Electronic Payments (139 other apps)
Reminders (189 other apps)
Surveys & Feedback (138 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

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.


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.


Who is Cayzu For?

Cayzu focuses on small to medium-sized enterprises with up to 50 support agents. This usually means maximum company headcount at 300 to 500 employees. Industries include data recovery and backup, information technology, insurance, telecommunications, wholesale and retail, and manufacturing, among others. Two of Cayzu’s customers are Flexkor Fitness and US DataVault.


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.

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.

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.

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.

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.


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.


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.


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

Videos and tutorials

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
View All Features

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.