Cayzu Features

Cayzu

Cloud Based Ticket Management & Help Desk Software

4.97/5 (31 reviews)

Cayzu Feature Summary

  • 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

Cayzu Features In Depth

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.

Competitor Feature Comparison

A/B Testing
API
Active Directory Integration
Activity Tracking
Application Integration
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Configurable Workflow
Contact History
Custom Fields
Custom Forms
Customer Complaint Tracking
Customer Experience Management
Customer History
Customizable Branding
Customizable Reporting
Customizable Templates
Email Integration
Email Notifications
Email Templates
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Fixed Asset Management
Help Desk Integration
Help Desk Management
IT Asset Tracking
Indexing
Instant Messaging
Issue Management
Lead Assignment
Mobile Integration
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Format Support
Multiple User Accounts
Performance Reports
Permission Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Receiving
Reporting & Statistics
Request Assignment
Role-Based Permissions
Rules-Based Workflow
SLA Management
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Management
Surveys & Feedback
Tagging
Third Party Integration
Timesheets
To-Do List
Two-Factor Authentication
URL Customization
User Management
Visual Analytics
Web Forms
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App
A/B Testing
API
Active Directory Integration
Activity Tracking
Application Integration
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Configurable Workflow
Contact History
Custom Fields
Custom Forms
Customer Complaint Tracking
Customer Experience Management
Customer History
Customizable Branding
Customizable Reporting
Customizable Templates
Email Integration
Email Notifications
Email Templates
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Fixed Asset Management
Help Desk Integration
Help Desk Management
IT Asset Tracking
Indexing
Instant Messaging
Issue Management
Lead Assignment
Mobile Integration
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Format Support
Multiple User Accounts
Performance Reports
Permission Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Receiving
Reporting & Statistics
Request Assignment
Role-Based Permissions
Rules-Based Workflow
SLA Management
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Management
Surveys & Feedback
Tagging
Third Party Integration
Timesheets
To-Do List
Two-Factor Authentication
URL Customization
User Management
Visual Analytics
Web Forms
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App
A/B Testing
API
Active Directory Integration
Activity Tracking
Application Integration
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Configurable Workflow
Contact History
Custom Fields
Custom Forms
Customer Complaint Tracking
Customer Experience Management
Customer History
Customizable Branding
Customizable Reporting
Customizable Templates
Email Integration
Email Notifications
Email Templates
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Fixed Asset Management
Help Desk Integration
Help Desk Management
IT Asset Tracking
Indexing
Instant Messaging
Issue Management
Lead Assignment
Mobile Integration
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Format Support
Multiple User Accounts
Performance Reports
Permission Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Receiving
Reporting & Statistics
Request Assignment
Role-Based Permissions
Rules-Based Workflow
SLA Management
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Summary Reports
Support Ticket Management
Surveys & Feedback
Tagging
Third Party Integration
Timesheets
To-Do List
Two-Factor Authentication
URL Customization
User Management
Visual Analytics
Web Forms
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


3 reviews

Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


16 reviews

Cayzu Feature Reviews

25 reviewers had the following to say about Cayzu's features:

Jennifer Rowan

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

2017-05-16

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

Pros

Great to be able to roll up agent activity by SLA and other dimensions.

Cons

Anxious for the customizable end user portal to be released.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Cayzu


Thanks for the review! Appreciate the feedback!

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Cheri Shallenberger

Liked the overall UI and ease of use

2017-05-26

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

Pros

My team has also liked how Cayzu treats each brand or product individually.

Cons

I look forward to additional reporting features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Robyn McComb

This software is fantastic with great user-friendly ease.

2017-10-17

I gained the benefit of being able to keep track of my customers and their orders or order problems.

Pros

In addition, I like that I can export data from tickets and look over them to help me review my business.

Cons

Try to keep categories for brands more general.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Emma Jones

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

2017-06-12

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

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Martin Salas

First impressions - awesome

2014-05-15

What I really like is integration into CRM packages like SalesForce and SugarCRM - my sales people can't go into an account blind - if there's a P1 support issue in progress, the tickets need to be showing up in their CRM in real-time.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anna Giblin

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

2017-06-02

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

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Vadim Struts

Verified Reviewer

Cayzu - it is nice helpdesk solution

2014-07-30

It combines a lot of the best solution in design, list of features, social integration and integrations with 3rd party tools. I would note the sales and support team - they always are ready to help.

Source: GetApp
Helpful?   Yes   No

Response from Cayzu Help Desk


Thanks! We really value our users feedback so i'm glad we could help!

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Angie C.

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

2017-06-09

Better management, and higher productivity of our team

Pros

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

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Marc Shaffer

US DataVault loves and appreciates Cayzu!

2017-05-26

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.

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

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
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Serg Zhukovsky

Must-Have app

2016-07-05

It has different features like products, brands, integrations with different apps.

Pros

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering Cayzu

You can try it for free.

Source: Capterra
Helpful?   Yes   No

Response from Cayzu


Thank you for the nice compliment!

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Christine Griffin

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

2017-06-07

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.

Pros

The system can also handle the several products an brands at one time.

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

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Erin Donovan

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

2017-05-26

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.

Pros

The SLA features are a real life saver, and our report metrics are spot on now.

Cons

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Amy Scharffe

Great help desk software with robust functionality for your small business

2017-05-28

Ability to easily customize needed fields and agent roles.

Pros

I loved how easy it was to customize Cayzu help desk software.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ben Puzzuoli

Verified Reviewer

If it didn't think it rocked I wouldn't have joined!

2014-07-24

(Disclaimer: I currently sit on the board of directors for Cayzu). I'm proud to announce my public association with Cayzu because it's a great product! When I was approached by the Cayzu team to sit on their board of directors I was honored but before accepting I did my full research. What I found was a great team with a great product that I would recommend to all of my colleagues!

Pros

-Beautifully designed -Packed with lots of features and growing -Listens to customers feedback

Cons

-New kid on the block so won't have all the features that the bigger apps will have (but will soon).

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Bernice Breckon

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

2017-06-06

Pros

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.

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
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Source: Capterra
Helpful?   Yes   No
Read more
Linda Hamer

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

2017-06-07

I thought it was terrific, they've examined every option that clients/customers might be searching for solutions.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Pete Russell

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

2017-06-03

Pros

One of my favorite features is the independent fields setup.

Cons

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
Features
Customer support

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Colette Quinn

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

2017-10-17

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

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Alina Tsipak

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

2017-06-08

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Stacy Cunningham

Cayzu uncluttered email inboxes with user issues!!

2018-06-14

Pros

Users used to email their issues and now they submit a ticket and multiple people are able to see the issue and provide quicker response times.

Cons

This software is a comprehensive suite for help desk techs that are looking to track and organize user issues.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Hannah Curtiss

Redefines intuitive customer support

2017-05-17

Pros

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.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Cayzu


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

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Vadim Struts

Cayzu allows me to save countless hours

2016-07-06

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Cayzu

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

Source: Capterra
Helpful?   Yes   No

Response from Cayzu


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

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Chantelle Lamont

Support made easy

2014-05-18

I use to do all my support via email and found I was giving the same answers to multiple customers or would get them mixed up and give the wrong answer.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No

Response from Cayzu


Hi Chantelle,

Thank you for the kind words, I am glad you are enjoying the product.

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G.A. Bush

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

2017-06-02

Pros

I like the interface and the flow of the software.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Kevin Allan

Finally a helpdesk that works!

2014-05-15

The amount of features, reports and speed were what was most important to us, and Cayzu certainly ticks all these boxes.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No

Response from Cayzu


Kevin, it's always a pleasure to work with you! Thanks again

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