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New Role & Report + 3 other new Cayzu Help Desk Features

The Cayzu Help Desk team is excited to announce the release of our latest features – Role & Reports plus more!

  • New Role – Ability to Hide Recent Activity
  • Automatic Encryption for all End-User Portal Sub-Domains of Cayzu
  • New First Time Run Wizard
  • Expanded the Ticket Report
  • New Report – Recent Activity
  • Misc. Optimisations & Bug Fixes

 

New Role – Ability to Hide Recent Activity

Administrators can now define the ability to hide the “Recent Activity” feed for any agent using custom roles on their dashboards.

Automatic Encryption for all End-User Portal Sub-Domains of Cayzu

Help Desk administrators can now quickly enable an encrypted end-user portal using SSL with a click of a button.   This update applies to any organization that is using the .cayzu sub domain for their end-user knowledge base portal.  And remember, if you use your own vanity domain, we do also offer 1 free SSL cert with all subscriptions, simply shoot us an email to get set up.

New First Time Run Wizard

It’s now even easier to get set up with Cayzu Help Desk with an automated onboarding wizard built right into the product! Coupled with our in-line guide, the new wizard will take you step by step to get started the right way.

 

Expanded the Ticket Report

On top of the previous 6 filters included in the Tickets report, we’ve added two more (Group & Agent) to make it easier to get the data you need.

New Report – Recent Activity

The new Recent Activity report will allow you to pull up pertinent information about what’s going on in your help desk over any time span of time.

Get started today!

Cayzu HelpDesk is easy to get started with. Just sign up for our no obligation, no credit card trial at: www.cayzu.com/sign-up .

Need more information? Not a problem. Join an upcoming webinar or schedule a live or taped demo today!

We look forward to your feedback as you use Cayzu HelpDesk!

Cayzu Helpdesk – Make your customers happy!

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Round Robin Distribution, New Look +10 New Cayzu Features

The Cayzu Help Desk team is excited to announce our latest feature release!

  • New look & feel for the Agent Portal (Phase 1)
  • Round Robin (Automatic distribution of tickets)
  • Enhanced Agent Collision
  • Search now includes optional filters
  • 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
  • Misc bug fixes & optimisations

 

New look & feel for the Agent Portal (Phase 1): we have started our process of upgrading to a new modern look and have moved our menu from the top of the screen to the left side of the screen. The new left side menu is retractable and naturally easier to use.  This is only the first phase of our huge plans to completely re-design the solution to make it easier & much more beautiful for you to use so stay tuned!

New Look & Feel

Round Robin (Automatic distribution of tickets): Cayzu’s native Round Robin scheduling allows your help desk to auto-assign tickets in a circular fashion to available agents by group.  Round Robin saves you the time and hassle of having to figure out who a ticket should be assigned to.


Enhanced Agent Collision: We now make it even easier for you to know when another agent is either answering or viewing a help desk ticket.  Avoid duplicate ticket responses and worst, mismatched/conflicting answers to your customers with agent collision.


Search now includes optional filters: You can now filter exactly what you’d like to find by using optional search filters.  Know that you’re looking for a past ticket or FAQ, well now you can specify that.

 

SSO added to the agent portal: The agent portal is now SSO enabled (like the end-user portal) so that agents won’t have to remember separate passwords – also integrates with Active Directory/LDAP.


Integration into HubSpot CRM: Quickly access and sync your customers data with HupSpot CRM directly in a ticket’s view.


Push notifications added to the Android App: Android app users are now quickly notified of new tickets and replies by enabling push notifications in their app.

Cayzu Help Desk iPhone app

 

Ability to set time zone by agent: Agent’s can now set their own time zones to allow the system to automatically calculate and display times using their personal location.

Added support for the Arabic language: We’ve now added the ability to enable the Arabic language for your users in the end-user portal.

Primary & Secondary languages - Cayzu Help Desk

Primary & Secondary languages – Cayzu Help Desk

 

Ability to export Products: You can now quickly export your products to excel via the Products page in the admin section of the agent portal.


Ability to specify the primary group: Default the primary Group to make creating tickets quicker by not having to select the most used group.


New exportable fields on the ticket grid: Ticket metrics and data manipulation has gotten easier as we now have 19 data points plus custom fields as exportable items from the main ticket grid.

 

Get started today! Cayzu Help Desk is easy to get started with. Just sign up for our no obligation, no credit card trial at: www.cayzu.com/sign-up .

Need more information? Not a problem. Join an upcoming webinar or schedule a live or taped demo today!

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

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Keeping Up With Customers’ Changing Needs – Are You Ready?

The many dimensions of company growth can be driven by a range of factors, including new and evolving customer needs. Often, a company discovers that helpdesk infrastructure is inadequate to meet customer needs only after multiple failures have occurred. These failures are not necessarily due to improper dispersal of resolution solutions and problem management; in many cases, failures occur because the existing system of customer service cannot accommodate the volume or scope of concerns. This can happen after a company has expanded into a new market, for instance, or rolled out a new product line. In other words, one form of success might lead to other forms of failure. Having scalable customer service solutions is a good way to accommodate the changing patterns of demands without dropping the ball.

What Exactly Needs Scaled?

The effective delivery of customer services depends on many factors, including the number of personnel dedicated to these essential operations. Scaling your service operations does not simply mean adding more people to the team, although this may be one part of your overall solution. The training given to customer service representatives is also likely to play a role in scaling. The process of providing service has to be carefully evaluated; these are just a few of the factors that may need to be taken into consideration:

• Existing helpdesk protocols
• Case tracking and management software
• Hardware required to run modern software solutions effectively
• Hours of customer service department operation
• Venues for service requests and delivery

The software used to input customer service cases and track their management can be one of the most valuable of all scalable solutions. Cloud help desk solutions in particular operate on multiple scalable principles. Not only can they accommodate a growing number of users and increasingly complex management operations, they can be built on network architecture that delivers increased support as user demand rises and diverts resources as demand falls.

Developing Nuanced Solutions

Job delegation and organizational skills are two important solutions that dovetail nicely with improved network support. Highly effective customer service departments make use of hierarchies to delegate common and uncommon jobs to agents that are most equipped to manage them. The majority of agents will be trained to address common, frequent concerns; a smaller number of highly experienced agents can be given service requests that are less frequently seen and that may require a greater degree of attention.

Delegation works very effectively when the progress made on a case can be tracked with in-house software. Each step of concern management can be logged along with the names of each person assisting; some concerns require the input of several service personnel or even personnel from other departments. Tracking helps ensure accountability and that service failures do not occur.

Sophisticated cloud help desk systems like those from Cayzu can be used to generate the analytics that will help pinpoint steps in need of improvement as your customer service operations scale to meet increased demand. This precise form of problem solving gives you the information required to develop the strategies that will be most meaningful to your organization.

Cayzu Helpdesk – Make your customers happy!

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Automation using Custom Fields & More – New @Cayzu Help Desk

The Cayzu Help Desk team is excited to announce our latest automation feature release!

The update includes:

  • Ability to use Assignment Rules on Custom Fields
  • New Exportable Data Points
  • New Email Template – Changing Groups
  • Bug fixes

 

Ability to use Assignment Rules on Custom Fields: Need to perform specific actions on an incoming ticket based on a custom field unique to your organization? Well, now you can!  Automatically change priority, agent, group and much more.

Assignment rules Help Desk

New Exportable Data Points:  We’ve now released the ability to retrieve both the initial time to response and the total time that it took to resolve each individual ticket from the main ticket grid export function.

Export Cayzu

New Email Template – Changing Groups: We’ve now exposed a new email template that can be triggered when a ticket is assigned to a new group.  The email template is named: New ticket for group.

Email Template - Group

Get started today! Cayzu Help Desk is easy to get started with. Just sign up for our no obligation, no credit card trial at: www.cayzu.com/sign-up .

Need more information? Not a problem. Join an upcoming webinar or schedule a live or taped demo today!

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

Like what you’ve read? Subscribe via email!

The Last 2016 Update! 11 New Cayzu Help Desk Features

The Cayzu Help Desk team is excited to announce our latest feature release!

The update includes:

  • Ability to export the General Summary Report to Excel
  • Ability to export the Tickets Report to Excel
  • Ability to export the Ticket Volume Report to Excel
  • Ability to export the Article Analysis Report to Excel
  • Ability to export the General Help Desk Report to Excel
  • Ability to export the Agent Summary Report to Excel
  • Ability to export the Open Tickets by Requester Report to Excel
  • Enhanced SLA Report (will now include the time that SLAs are broken by)
  • Ability to search custom fields and assets
  • Ability to customize items to bill for in time and billing drop down
  • Ability to sort on the Pending column
  • Bug Fixes

 

Ability to export ALL reports to excel: Agents can now export all eleven reports to excel from the Cayzu agent portal!  The 11 reports include:

  1. General Summary Report: Overview of high level tickets stats including Avg. Response/resolution times, Number of tickets etc..
  2. Help Desk Load Analysis Report: Understand the busiest times of the day/week plus plot tickets resolved vs received.
  3. Article Analysis Report:  Get details on which FAQ, Topics & News are getting the most hits/clicks and more!
  4. Tickets Report: Filter and export tickets by brand, product, requester and other criteria.
  5. Ticket Volume Report: Quickly identify ticket trends by pulling out tickets by company, TAG, Requester and Custom Fields.
  6. Tickets by Tags Report: Quickly identify reports by their associated TAGS.
  7. SLA Report:  Are you adhering to your customer service level agreements? Now you can find out!
  8. Asset Report: Easily run and export a report itemizing all your contact or company assets.
  9. Agent Summary Report: Need to make sure that your agents are all doing their job? Check on their progress.
  10. Agent Time sheet Report: Export time and billing data to excel for quick import to billing solutions (Remember, Cayzu natively supports Quickbooks online, Harvest Billing and Freshbooks)
  11. Open Tickets by Requester Report: Quickly identify open tickets by requester.

 

exports reports with Cayzu

 

Enhanced SLA Report (will now include the time that SLAs are broken by): We’ve improved Cayzu’s SLA report to now include the times that tickets broke SLAs by.  Times were added for both initial response times as well as broken resolution SLAs.

 

Ability to search custom fields and assets: We’ve expanded Cayzu’s searching capabilities to now include assets and custom fields!  Now easily and quickly search tickets, ticket replies, internal replies, contacts, FAQS, topics, news assets and even custom field data!

Improved search with Cayzu
Ability to customize items to bill for in time and billing drop down: You can now customize the drop down list for what you bill for in our Time & Billing tracking.

customize expenses

 

Ability to sort on the Pending column: You can now sort on the pending customer column so that you can quickly identify which tickets need your attention first by knowing when the customer was last to reply.

Sort by pending customer

 

 

Get started today! Cayzu Help Desk is easy to get started with. Just sign up for our no obligation, no credit card trial at: www.cayzu.com/sign-up .

Need more information? Not a problem. Join an upcoming webinar or schedule a live or taped demo today!

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

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Integration into Slack & More – Cayzu Help Desk

The Cayzu Help Desk team is excited to announce our latest software update!

The update includes:

  • Integration into Slack
  • Multiple optimizations for Internet Explorer 11
  • Multiple optimizations for exporting ticket reports
  • Ability to CC agents on tickets
  • Ability to stay logged in to Harvest Billing
  • Enhanced group permissions
  • End-user portal now re-directs agents to the admin portal to login
  • Enhanced reports to reflect time zones
  • Fixed a sorting issue with groups
  • Fixed a user activation issue
  • Fixed an issue with not being able to download attachments

 

Integration into Slack: You can now keep your entire organization in the know by sending help ticket communications from Cayzu directly into one or many of your Slack channels.

slack-cmyk

Multiple optimizations for Internet Explorer 11: Multiple visual enhancements have been released to make Cayzu Help Desk display and work more fluently in Microsoft Internet Explorer 11.

Internet Explorer 11

Multiple optimizations for exporting ticket reports: Much work has been done to enhance the speed and reliability of exporting tickets to excel including the ability to include custom fields in exported reports.

Ability to CC agents on tickets: You can now CC other agent on ticket creation and replies with the ability in an upcoming patch to also CC the agent that is also the assignee of the ticket.

Ability to stay logged in to Harvest Billing: You can now allow Cayzu to keep you logged in to Harvest Billing for seamless synchronisation of your time and billing.

Harvest Billing

Enhanced Group Permissions: Now based on which Group you select, Cayzu will only display the associated agents that belong to that group.

End-user portal now re-directs agents to the admin portal to login:  Agents can now log in from the end-user to the admin portal.

Enhanced reports to reflect time zones:  Reporting now considers time zones when reporting averages and other calculations.

Fixed a sorting issue with groups: Fixed an issue with sorting on the group column on the main ticket grid.

Fixed a user activation issue: Fixed an issue where in certain cases agents and/or customers couldn’t log in to the system.

Fixed an issue with not being able to download ticket attachments: In a rare occurrence of events users were not able to download file attachments from tickets.  This has been resolved.

 

Get started today! Cayzu Help Desk is easy to get started with. Just sign up for our no obligation, no credit card trial at: www.cayzu.com/sign-up .

Need more information? Not a problem. Join an upcoming webinar or schedule a live or taped demo today!

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

Like what you’ve read? Subscribe via email!

5 Obvious Customer Service Lessons That We Sometimes Forget

Effective customer service is integral to any organisation trying to build a positive reputation and gain repeat customers. Some companies have struggled with truly caring for their customers in the digital age. How do you communicate understanding and kindness through customer service software? What are the core tenets of serving your customers better? Here are five lessons from us to you.

1. Customers Before Competition

This might seem like an overly obvious point, but it is something that needs to be engaged and unpacked. It’s not just a phrase that sounds nice. Serving your customers’ needs means being customer-focused instead of competitor-focused.

Too many businesses base their whole operation on competing with others. While healthy competition is good, it shouldn’t be the driving force of your daily operations. Next time you evaluate your services or products, take a second to think about what will satisfy your customers more rather than how you can one-up your competitors.

Related: Why Investing In “Experience” Within the Customer Service Experience is Important 

2. Seek to Understand

A lot of customers feel like they are heard. Fewer customers feel like they are understood. In order to properly identify their needs and develop effective solutions, you need to truly understand your customers. Treat each customer interaction as a lesson and do all you can to make sure you truly understand their needs.

3. Customers Are the Most Important

When you get caught up in the daily operations of business and attend countless meetings, it can be easy to lose sight of your customers. Business meetings tend to focus on financials and internal issues. When you’re at your next meeting, imagine that a customer is sitting in that room with all of you. Make decisions and develop strategies based around your customers. Your business can’t succeed without them.

Related: The Keys to Effective Customer Self-Service 

4. It’s All About Respect

In today’s business world, respect is more important than ever. This might sound like another no-brainer tip, but it truly makes a difference. The perception of your brand can change quickly in the world of the Internet. If you have an unhappy customer they can make you look bad to their hundreds or thousands of followers in an instant. Treating each customer with poise, respect, and graciousness throughout every step of the process is crucial. Even when they voice their complaints to the Internet, have a plan for how to respond kindly no matter how frustrated you get.

5. Don’t Avoid Apologizing

At one point or another an organization is going to face scrutiny. You will make mistakes and upset customers. Your response in these situations is important. When you take responsibility for mistakes and provide a heartfelt apology when necessary, it will have a positive reception on the public. It might feel embarrassing or frustrating to apologize, but it shows everyone that you care about your customers and strive to do better.

Related: The Trickle-Down Effect of Customer Service 

These tips aren’t supposed to act as the five commandments of customer service. They are intended to help you analyze your customer service and do some introspective thinking. If you want to provide better customer service, you can do so with the help Cayzu’s HelpDesk software. Identifying your customers’ needs and responding to them is easy with a cloud based help desk.

Cayzu Helpdesk – Make your customers happy!

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How to Keep Your Customers Right Where They Are

Businesses can have the best products or services in their respective industries, but they likely aren’t going to be very successful if they’re unable to prevent customers from falling into the arms of their competition. While Cayzu’s cloud help desk is designed to allow you to take care of and keep your customers, there are several additional things you can do to keep your churn rate down and your customer satisfaction rate high.

Get the Entire Picture

We’re focused on customer service, be we also realise there are several departments that make up your organisation. Keep customers happy by keeping the lines of communication open and clear between your customer service, marketing, engineering, sales and any other departments your business has. Share information across departments to find ways to take the absolute best care of your customers.

Related: The Keys to Effective Customer Self-Service

Find the Root of the Problem

No matter how hard you try, there are simply some customers you aren’t going to be able to satisfy. For those times where you try your best and are still unable to provide customers with what they want, find out where it was that you misstepped. Is there a problem with your wares or services? Is your helpdesk not performing as well as you’d hoped? Did the customer feel neglected? No matter what the issue is, see if there’s a way to rectify it, and ask the customer to give you another chance.

Related: 6 Ways to Boost the Customer Service Capabilities of Your Small to Medium Business 

Make It Personal

Everyone likes it when you treat them as an individual, but it’s especially true when it comes to your customers. Any information you gather about customers should be utilised to make their shopping experience more personal. Rather than send out a blast email regarding an upcoming sale or new product, target customers who have shown an interest in the product or sale and send it specifically to them. After all, you wouldn’t let a customer know you have a new type of coffeemaker if he or she only drinks tea.

With the right information, it’s not as hard as you might think to reduce your overall customer churn and retain happy customers!.

Cayzu Helpdesk – Make your customers happy!

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Agents Can Finally Create Tickets for Themselves + 7 Other Cayzu Help Desk Features

The Cayzu Help Desk team is excited to announce our latest update!

The release includes:

  • Enhanced Ticket History (Audit Log)
  • Ability for Agents to Create Tickets for Themselves
  • Ability to Delete Ticket Replies (Agent Portal)
  • Ability to Delete All Attachments from a Ticket (Agent Portal)
  • New Status Added to Cayzu’s Mobile Apps
  • Ability to Set an Articles (FAQ,Topics, News) Date
  • Ability to Select A Mailbox for Manual Ticket Creation
  • Consolidated Reports
  • & More

 

Enhanced Ticket History (Audit Log): Need more accountability when a ticket is worked on by multiple people over a long period of time?  You can now pull up an entire ticket’s history through an embedded audit log.

Ticket History

 

Ability for Agents to Create Tickets for Themselves: In the past agents couldn’t assign tickets to themselves and had to use a workaround of creating a secondary user.  This limitation has been removed and agents can now create tickets for themselves without a second account.  Want to test it out? Simply email your support address from your own agent email address!

 

Ability to Delete Ticket Replies (Agent Portal): Messed up a comment and want it removed from the ticket thread? Not a problem, you can now delete ticket replies.

 

Ability to Delete All Attachments from a Ticket (Agent Portal): You can now quickly delete one or all attachments from a ticket.

Delete - Cayzu Help desk

 

New Status added to Cayzu’s Mobile Apps: We’ve added the “Resolved” status in the mobile agent apps which allows you to quickly pull up the last 30 days of closed tickets.  On top of this, we’ve also expose the due date and who the requester was for each ticket.  To update, visit your respective app store.

 

mobile tech support

 

Ability to Set an Articles (FAQ,Topics, News) Date:  You now have more granularity when adding FAQS, News and Topics by having the ability to edit their posting date.

Cayzu Help Desk

 

Ability to Select A Mailbox for Manual Ticket Creation: Got a phone call about a billing problem from a customer and want the sales team to handle it? You can now associate tickets that you manually create with a specific mailbox so that the customer gets notified by the proper department & email address.

Mailbox at ticket creation

 

Consolidated Reports: It was time for a bit of a clean up! We’ve consolidated and combined some redundant reports to give you a better experience so make sure to log in and check it out (need it an account, sign up here) !

Get started today! Cayzu Help Desk is easy to get started with.  Just sign up for our no obligation, no credit card trial at: www.cayzu.com/sign-up .

Need more information? Not a problem.  Join an upcoming webinar or schedule a live demo today!

We look forward to your feedback as you use Cayzu Help Desk!

 

Cayzu Helpdesk – Make your customers happy!

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Service Champions! Why You Shouldn’t be Celebrating Customer Service Week, This Week

Are you puzzled yet? Why would Ben Puzzuoli @ Cayzu Help Desk, who is all about customer happiness, be telling me to NOT celebrate customer service week this week? Because you should be celebrating customer service all year round!!!!

We here at Cayzu Help Desk are honoured to be celebrating and participating in Customer Service Week as it’s what our company is built on! Providing exceptional customer service/support is part of our foundation and is at the core of our DNA. So celebrate away everyone!

So, what and how did Customer Service week come about?

Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.

In 1992 the U.S. Congress proclaimed Customer Service Week a nationally recognised event, celebrated annually during the first full week in October (this year it falls on Oct 3rd to the 7th).

Related: Why Customer Service Should Replace Your Marketing  

So, what is the theme of this year’s Customer Service Week?

Well this week’s theme is “Service Champions”. So what defines a Service Champion?:

You will need to:

Lead by example
Achieve success, and
Exceed Expectations

Customer Service Week Logo

Customer Service Week Logo

So, one last question….

If you surveyed your customers, would they consider your customer service team a bunch of Service Champions?  If the answer is no, let Cayzu’s internal service champions help you because remember, Cayzu’s help desk solution is at the core of you providing AMAZING customer service to your customers and employees!

Cayzu Helpdesk – Make your customers happy!

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