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Cayzu Helpdesk Webinar & Transcription

[00:00:00.640] – Lindsay(AppSumo)
What’s going on, Sumolings, thank you so much for joining us for another product walk through webinar. I am Lindsay and today we are joined by the team over at Cayzu. This is a cloud based help desk software solution that lets you manage all your support inquiries across multiple channels in one place. It is on AppSumo right now, starting at fifty nine dollars for a lifetime deal and it does currently have a five taco rating. Before we dive into the tool though, I just want to take a few quick things.

[00:00:31.600]
The first is that if you want to tell us a little bit about your use case, why you’re interested in this tool, you can go ahead and do that in the chat room or if you just want to say hi and let me know where you’re watching from. I like that, too. If you have any questions, though, about the tool deal, how to get set up, go ahead and leave those questions in the Q&A box down below this video.

[00:00:51.550]
We’re going to circle back to questions at the end of the walkthrough. For those of you that are watching the replay. Hello, people. On the replay, there will be a replay of this available. It’ll come out, you know, an hour or two after we’re done recording. All right. That is enough of me. Hey, Ben, how are you doing today?

[00:01:07.840] – Ben(Cayzu)
Good. How are you, Lindsey?

[00:01:09.940] – Lindsay(AppSumo)
I am doing very well. I am excited to be here. I know you’ve got a lot in store for us. So without further ado, I’ll let you take it away.

[00:01:18.340] – Ben(Cayzu)
Yeah. No, thank you, Lindsey. Hi, everybody. My name is Ben West Wolly. I run sales here at Cayzu Help Desk. I’m going to run you through, like Lindsey mentioned, you know, a quick kind of walk through and the initial setup, if you guys have any questions, like she said, put it into the panel, put in the Q&A section and we’ll get to those as soon as possible now. So let’s get started.

[00:01:40.550]
So there’s two main components, the system. OK, so again, Cayzu, as you mentioned, the Help Desk. So it’s either meant for internal teams, right? So if you want to support your internal users or even for customer service, meaning you want to help customers that are buying products from your services, etc.. Now, there’s two main components. The system. There’s the end user portal. OK, so the end user portal is where your users so again, the users can be customers or internal users could come to potentially submit requests.

[00:02:10.150]
Right. If you allow sign in, they can sign in view all their past requests as well as search and browse a knowledge base. OK, now flipping over really quickly, the second portal would be the agent portal. Now, what we define as an agent is anybody actually doing support? OK, so let’s say a customer buys a camera from you. They have an issue. They submit the agent would actually be the one answering. OK, now the end user portal is Brandell and customizable.

[00:02:40.900]
OK, so there’s a couple of ways of customizing. Right. So all the surface items. Right. So your logo, your colors, your text. Right. Your banner images. And again, continue with the text down here. OK, that can all be done when we click the customize button. So for example, if we want to change our logo, we’d literally just select a new logo from our our machine. OK, now this can also be customized and this is a very popular question with your own vanity domain.

[00:03:14.620]
So what you’ll notice here, and I’m going to remove this path just for one second, you will notice support my help desk demo dotcom. OK, so there will be no mention of Kazu here, right. So many of you, I guess, have already submitted tickets, meaning support to get support from us. But if you do need help with that, we can send you instructions. So we don’t mention about now to get into the customized mode.

[00:03:40.750]
I’m going to actually close this page and I’m going to navigate back into the agent portal pages. I just realized I brought you guys up. So when we initiate the end user portal from the agent portal, it will put it into a unique You are OK. This unique you URL allows you to kind of customize. It puts you in a customized mode. This is not something you’d give out to your customers right now after you’ve made all your customizations.

[00:04:07.060]
We can then kind of start playing with it. Right. So I’m going to spend a couple minutes here kind of showing you how your customers can use that. OK, then we’re going to move into the agent portal. So like I mentioned, everything’s indexed for search. OK, so your knowledge base is indexed for search. It can also be organized into folders and sub folders. OK, you guys control all these, OK? You even control the customization, right?

[00:04:29.650]
So if you don’t want a knowledge base, that can be removed as well, OK, the removal of sections. So, for example, on the other side of things, let’s say that you don’t want Sinon, for example, these can all be removed. OK, the system will also tie in a single sinon. So that’ll include social media like LinkedIn, Google, etc. We have our own site and mechanism as well as like single sign on into Azor or Active Directory, etc.

[00:04:59.260]
. OK. The knowledge base is administered under the agent portal under articles. OK, so what you will notice here is that there is a hierarchy, OK, so the general will be the folder and then you can have sub folders that will correspond to your end user portal here. OK, so these are your folders. When we jump in, we’ll see your sub folders. OK, very easy to add in knowledge. OK. Of course, same concept for the folders and some folders, but let’s go in and add an article.

[00:05:30.460]
OK. It’s really as simple as putting in a title and a body. OK, but keep in mind, you can embed images, videos, you URLs right after you’ve completed that, we would then choose which folder and which subfolder to assign it to. OK, now another concept as well is that is the view level. So this is basically the permission of the article. And I point this out because it’s important. So the first option would be all users, meaning anybody that browses your and user portal would be able to see those knowledgebase items.

[00:06:05.410]
Right. Logged in. OK, you’re going to force the user to sign in. Again, one of those sign mechanism and the most important one is the one I want to highlight is the agents only. So the agents only will permission this article to only be seen by agents, meaning that your users, anybody coming here would not be able to see that. OK, now the benefit of having an agent on the article would be that you can use it when you’re when you’re answering tickets, which is helpful as well as you can access it under articles here as an agent.

[00:06:42.010]
Right. So that’s kind of a reference point for you. OK, now one other thing that’s very popular in terms of your questions is the multiple brand support. I won’t get too much into it. I mean, I might at the end in terms of the setup, if we have a little bit of time. But the concept is, is that you would follow on screen. OK, and I’ll show you that in a couple of minutes under managed brands.

[00:07:07.000]
Right. And then from there, you have to make a change in your DNS server. OK, so what the multiple brand means for anybody that doesn’t know, OK, is that you can have one or two or more and user portals. OK, so this could this could be your portal one again, can be completely customized, branded. Right. And this could potentially be your second portal. OK, now you’ll notice that these have two completely different you URLs.

[00:07:39.160]
Right. And a completely different look and feel. OK, same concept with being able to submit a request. OK, these on my second portal would be different questions, OK, because each brand is a self containing almost entity. OK, so they’ll have their own knowledge base is their own customizations, are own branding, et cetera. But the nice thing is it will feed all back into your agent portal. OK, now one thing just to kind of mention is that another popular question would be, is that can a certain set of agents only deal with a certain brand?

[00:08:14.950]
So let’s say they have two brands and the answer is yes. OK, so you can definitely permission the system to have agents again, agents of the people actually helping the customer or the user be able to only see one brand. OK, now jumping into the submission of tickets. OK, so I click submit a request. You can also have email. And that’s another very common question is that can we have email to ticket conversion. And the answer is absolutely yes.

[00:08:43.150]
So if you have, for example, support at your company, dotcom and tech support at your company dot com, let’s say they have to mail two emails. You can definitely set up both those two emails to go into the system and automatically create tickets. OK, again, if you have questions about that, you guys can email support at Kazoo, Dotcom and maybe as well as I will show you guys that we do have a full blown portal as well.

[00:09:10.660]
So maybe we can send that out after or something like that. But and it should also be on the deal page as well. OK, now now, could I cut a blob for a minute here? I’ll kind of come back to the home page. So let’s go through the submit a request really here again, we can do it through email. We can also do it through custom forms. You see here that I’ve created a whole different, you know, load of questions or forms.

[00:09:34.030]
So the basic idea is that your user would come here. What do they need help with? Keep in mind, you can have this as simple as one form. OK, I have multiple, of course. And each one of these fields is part of a custom field. OK, so you guys can make these as simple or as complicated as you wish. OK, now one other thing to mention is the automation’s. OK, so you can also set up automation in terms of.

[00:09:59.860]
Ticket auctions, so, for example, a few and a few kind of examples would be, let’s say that you want all technical questions to go to a certain set of agents or maybe one specific agent. OK, you might want billing questions set to a different person or a different collection of agents. OK, that’s at the highest form. Keep in mind that you’re that that kazoos automations will also tie into your email address or into your emails. OK, so, for example, if a ticket created by printer is broken, so if a ticket is created using a form or an email and it contained Prenter, for example, we can then perform ticket actions, OK, meaning that we can route this ticket to the printer guy or the printer group.

[00:10:45.990]
We could even set the ticket as Ergin if we wanted. We could also perform other actions. Right. So those can also be set up in the back end. OK, now one other just quick thing as well. Is the Sinon, right? So if you do allow your users again, not agents, these are the people looking for support. Right? If you want them to be able to log in, that is totally possible. There is no cost to that.

[00:11:10.680]
OK, so there is no charge for a user. There’s only a charge for an agent. OK, if you do allow them to sign in, the users will be able to, of course, you know, update their personal information like their phone numbers, et cetera, as well as either view all their tickets, add to their tickets, close their tickets. Keep in mind, this is not required because it is all done via email as well.

[00:11:33.450]
OK, so it’s up to you to kind of consolidate and customize as you wish. OK, now jumping into the agent dashboard again, the agents, the ones helping the customer. OK, so everything here will be indexed for search. OK, so whatever we put into the helpdesk customers, agents, you know, et cetera, et cetera, will all be indexed research. There is no limit in terms of what you’re storing. OK, that’s another common question is what are the storage limits, the storage limit per ticket?

[00:12:04.740]
It’s 50 megs. OK, but overall there is not a limit. OK, on top of everything being indexed for search, everything is also automatically tracked for metric purposes. OK, so we’re recording purposes now. Each report will give you different information. But keep in mind that you guys can report on everything, including all your custom fields, OK? Everything can be run on screen. We can export the data to excel. We can schedule data dumps as well as high into the API to pull out data.

[00:12:35.770]
OK, keep in mind that we do connect in with power by or other report builders through the do the API. And if you need any help with that, again, we can check out our support page, which I’ll show you guys in a few minutes, or just email in to support at Katsu dot com. OK, now on top of the metrics in the search, this entire age portal is controlled by permissions and roles. OK, so there has to be at least one administrator in your KAZUE account and that requires an agent from there.

[00:13:06.330]
That administrative account can kind of customize and permission each agent individually. OK, so for example, if you don’t want someone deleting, for example, or you don’t want to be able to merge or you don’t want someone accessing reports, for example, all that can be customized. Now, the system will also work with views. OK, so that’s kind of how tickets are organized. So starting an overview here, all the way to suspend it will be all your default views.

[00:13:31.810]
OK, so if I want to see unsold tickets or what’s past due or spam tickets, I’d simply click. Now, what you’ll also notice are billing sales group billing group location. OK, what those are these are custom views. OK, so if we click manage here, we’re able to then create views and even choose which columns to display. OK, so you’ll see here I’d subject requests for status updates requested. Let’s say that we created a custom field called order number.

[00:14:01.590]
We could come in to manage. Right. And we could then kind of add that column. OK, there’s a variety of different columns as well. OK, now jumping into a ticket, sorry, before jumping into that. So one other thing I want to mention as well is that we will also tie into service level agreements because you’ll notice that icon here as well as the pending. OK, so what a service level agreement is or an SLA is if you are potentially contractually obligated to answer a customer within a certain time or it’s just your company policy to answer in a short amount of time.

[00:14:34.320]
So, for example, let’s say that any ticket that comes in as urgent, you’d want to be responded within an hour. Any ticket coming in with, you know, medium priority, for example, would be answered in eight hours. OK, so this this the SLA will keep you honest. OK, so it’ll keep you it’ll give you a graphical indication. It is also fully reported on. OK, so there is a full blown SLA report.

[00:15:00.110]
So you’ll be able to dive into which tickets missed SLA, etc., now the yellow pending will refer to your customer or your user was the last to respond. OK, so these tickets need your attention. That’s what the pending label is. OK, now I’m going to go pick on Johnny Test here. OK, so this is my use. That’s a ticket and he clearly needs help with his printer. OK, so just like anything, just like any email or any help desk where we can start replying, this is my reply.

[00:15:30.950]
Now keep in mind that you don’t need to put in your signature, OK? I don’t have to put in thanks, Don Cazayoux, for example, that will be automatically appended to your ticket. OK, what we’ll also do is, is kind of go back to what I originally or what I mentioned earlier is using articles and your responses. Right. So if I had something pre written, I can quickly, you know, search it included. OK, keep in mind that I can include it as your URL or as plain text.

[00:16:02.090]
OK. Now if you don’t have a knowledge base, so let’s say you’re just starting out or, you know, you’re in the habit of just answering emails, not saving it, you can also use the create article option from a ticket. OK, so what this will do is it will convert all the text except the internal notes. OK, we’re trying to get to AntiSec into that article, which you can then edit and then publish. Everything we apply here will be threaded in timestamp within the ticket.

[00:16:30.260]
By default, it goes out to the customer. OK, keep in mind that you can also control that workflow in terms of the email workflow so you can choose to turn that on and off. And on top of that, I kind of want to add into the internal notes. So again, this is the public reply that goes back out to the user or to your customer. Now, the internal note is you’ll notice here in yellow again, that is also threaded within the ticket, but it will not be visible to the customer.

[00:16:58.790]
OK, so I’m going to keep a private note here, for example. Right. I can literally keep the private note. Again, this would not be sent out to the user on the ticket update, OK? Nor would it be visible if you allowed them to log in. OK, now another concept, and probably more importantly, is the collaboration with teams. Right? So if you do have a ticket, we can target other agents within your account.

[00:17:25.770]
So if I need help from a layered Elena and Anton, I can send them private notes. I need some help, for example. Right. Again, this is all private, not visible to the user, nor would it go to their email. A few other things to note. You can very quickly merge. There’s always the full history of the ticket. Each ticket will also have its own time sheet. OK, so if you do track time for support, you can track time which can then be set available or not.

[00:17:57.830]
From that, you can either export that data and you can also tie into systems like cookbook’s online and harvest billing, for example. OK, on the opposite emerge, another very powerful tool is the split feature. OK, so Carmen in support is that users will keep responding over and over via email or, you know, forms, whatever, over with new problems. OK, so to keep you guys kind of more organized, you can split the ticket, right?

[00:18:26.380]
So what split does is allows you to give the ticket a new subject, choose an agent. And then what happens from there is that customer in this case, Johnny Test would get a second, are getting a new email with a new ticket number. OK, so basically what you’re doing is you’re splitting the information out because it doesn’t belong in the ticket. OK, now we will also track we also keep, organize and track all of your users.

[00:18:52.160]
Again, those could be customers are users, right? So we can track all the basic information. We can also customize this. So if you want to make things more personal, for example, do you want to write down their, you know, their spouses name, for example, so that when you’re in a conversation, you bring it up? Or do you want to add in specific dropdown? Right. So this can all be customized as well.

[00:19:12.420]
OK, so look at this is kind of like a contact card, right? So in the contact card, we will have the associated assets if that if that’s something you utilize as well as all their past tickets. OK, so again, the history will always be there as long as description’s active. OK, so we don’t delete the data unless you delete it.

[00:19:32.210]
OK, now I’m going to jump into the admin and kind of point out some of the high level features, OK? Again, we’re not going to be able to do everything, but this should hopefully get you guys some good ideas. So as I mentioned, the agent rolls and the permissions, OK, this is where we administer adding the agents their roles again, what they can do and can’t do as well as groups. So groups is kind of like a department, OK, so it’s kind of an important concept.

[00:20:04.120]
A group is basically a collection of one or many agents. An agent can also belong to one or many groups as well. OK, the concept of a group is multifaceted. One is for permissions. So keep in mind that you can commission agents to only see a set of tickets that includes for multiple brands. Right. Another use of groups could be that you have HRR tickets coming in and finance tickets coming in, for example. Right. If you don’t want HRC and finance and vice versa, that can also be that’s permission of the multiple brands.

[00:20:40.180]
So the idea will be, is that you can set up the multiple brands. Right. So again, at the forefront, the multiple brand will have its own end user portal. Again, they’d be completely different, completely customized, et cetera. Right. We would simply click the ADD brand. We’d follow the onset of instructions or the screen instructions. We also do have set up documents. All right. Keep in mind that this is kind of a multi step approach because you do need to make a name record DNS.

[00:21:11.140]
So it’s not just updating here. OK, email, as I mentioned, you will have access to have one or many different email addresses. OK, so again, if it’s a tech support email, a email. Right. Anything’s possible. OK, again, we have those instructions for there and you will have the ability to enable certain email letters or edit them. Right. For both your agents as well as your requesters and your requesters will be your users or your customers.

[00:21:38.830]
OK, now keep in mind the focus that I know this is not very apparent. We’re changing this is that there are two pages for both. OK, so don’t so don’t forget when you are editing or turning on and off that you that you go to both pages. OK. Now the business rules is your service level agreements. Right. So depending on as I mentioned. Right. So we would first and I would probably suggest everybody to set up their business hours.

[00:22:06.620]
OK, even if you don’t want to use SLA, this will help. This will happen. This will help with your reports, et cetera, because that will be used for your initial response times, et cetera, meaning that if you have business hours that are four specific days, specific hours, meaning not 24/7 displays will consider that OK, meaning that if you have an SLA for a ticket that comes in, let’s say you have a one hour response, time for all ticket.

[00:22:35.800]
OK, let’s say that this ticket comes in on Friday at four thirty. OK, so we’re done work at five o’clock, so only 30 minutes of that time would be used that first day. OK, that’s why it’s very important that after business hours, assignment rules is also getting expanded on. We’re adding in trigger soon, but the concept here will be basically performing ticket auctions on incoming tickets. So after we name it, give it a description, we can then follow, we can then select conditions again.

[00:23:09.520]
Now, this is very expandable because it will tie in to custom fields. It ties in all your forms. It ties in the email. Right. So give me an example. So, for example, if an email contains. At important customer, for example, I want to set the priority is urgent and I want to, for example, set a group, for example, that might have everybody in it, OK, I want this guy taken care of.

[00:23:34.700]
OK, another way of doing it again, as I mentioned, this will be tied into your forms, right? So the same concept will be true. As you’ll see, this custom filter says which version of software is installed? I’ll have one to three. OK, now I can set individually or all the same to perform different options. Right. So if someone did select with one point, I could assign it to Agent Ted as well as set it to urgent, for example.

[00:24:00.650]
OK, so that’s kind of the concept there. The custom fields of the custom forms is how you will kind of how you will control these forms. OK, so you can kind of customize these. Again, these are all custom fields. OK, there’s a variety of different custom fields. And I’ll show you really quickly. And as I mentioned, custom fields can be added to company and contacts and assets. Right. So the one we kind of just talked about was for contacts.

[00:24:30.860]
All right. So if we wanted to track, you know, some extra detail about a contact or a company or whatever that can be added in. OK, but for this purpose, I’m going to add a custom field to a form because I want to potentially use it in one of my forms. OK, so I just simply click add fields and I just really want to show you kind of the types. Right. So is everything from label single line, no paragraph checkboxes, dropdown calendar control dependent fields and company list is more of an internal thing.

[00:25:01.940]
So if you’re using that for customer service, you wouldn’t want to show that. OK, now each customer feels to do something different. And again, we have lots of information on it. What support? Dot, kazoo, dotcom. OK, so this is our public facing knowledge base. Hundreds of articles. Right. But again, if you need to just some minutes, a request or email support at gazoo dot com. OK, now there’s also built-In satisfaction surveys.

[00:25:30.080]
There’s quick responses which will kind of be a compliment. So it’s kind of a macro or can’t answer the end user portal settings. I’m going to show you really quickly as well, because this is kind of the second way of customizing your end user portals. OK, so, for example, if I didn’t want a knowledge base, for example, I might want to hide the whole category section as well as a knowledge base. Right. So the idea will be here is, is that there’s three tabs.

[00:25:57.600]
OK, so for example, display, do I want to search on my end user portal? Yes, I and then I’d come back here and kind of refresh. OK, so that’s that’s kind of the second way of customizing this. OK, now one other thing is the satisfaction survey is fully reported on as well and you would have control over many more backend automation. So for example, under ticket settings here, one thing that I always show is automatically closing tickets and the probably resolve ticket after.

[00:26:27.640]
OK, so what you will notice, OK, and I jump over into a ticket for a sec here. What I’m going to reply, let’s say that I made my reply again. I don’t need my signature. Right. I can choose just to update the ticket. OK, so what that does is it goes from pending support automatically to pending customer. OK, now these statuses can be customized. OK, but the concept is, is that the system will change it from waiting on you basically because it’s waiting for support to pending customer.

[00:26:58.400]
OK, now if I just click send an update, that’ll do it automatically for me. I don’t need to touch this, OK? If I just wanted to resolve the ticket, I could also click on a result. Now let’s use the case that this is my reply. OK, I believe and you probably wouldn’t say this to the customer, I believe that this fix, if I could type today, if that fixed, I believe this fixes your issue.

[00:27:21.980]
I’m 99 percent sure most people probably wouldn’t say that, but I’m being very obvious here. So in the case that you think that this is all the customer, you can literally choose the probably resolved status and clicks that an update. What that does is based on this setting, OK, would then send a second email to the tech, to the customer and whatever defined days. OK, so let’s say in your case, you want 15 days. So if we don’t hear from that customer and that status is chosen, that will automatically close after 15 days.

[00:27:52.880]
OK, now a more common one would be this one. OK, so again, I just explained how it goes from pending support to pending customer. Right. So if we never, ever hear from that customer again and let’s say it’s been 30 days, 60 days, seven days, whatever you want and you have this enabled, that will automatically close that ticket. OK, so it’ll kind of keep things more clean for you. OK. Now the app integration and I know.

[00:28:20.900]
We’ve heard of plenty, we’ve heard of, you know, tons of suggestions and future requests, and that’s great. Just so everybody knows, what we do is that we literally get you know, I couldn’t even tell you the number of feature requests we got a day or a month. But everything is kind of catalogued and prioritized and voted on basically. And the votes are basically done by the request. You know, when the more people ask for certain integration or what, you know, etc.

[00:28:44.960]
, that’s what kind of gets moved up. OK, and again, the public role has been something that’s come up a lot. We don’t necessarily share the public roadmap because things are subject to change, but we are definitely working on a new Iosava more automation’s reporting. And we’re going to try to put something together, that whole thing add up on the on the deal page as well. But plenty more integration’s as coming as well. OK, but each integration will do something different.

[00:29:13.310]
For example, JIRA Project Management. Right, would link development tickets, you know, back to your support portal. OK, Microsoft teams and SLOK, for example, will allow you to set up rules to publish notifications of tickets into your channels or your groups. Right. So each integration will do something different. There’s everything from paid integration’s to free integrations. If you don’t see on the list, you know, let us know. But definitely it’s probably already on our roadmap.

[00:29:44.120]
But that doesn’t should not stop you from suggesting it. OK, now, single sign on rights. I mentioned that a few times, both portals and when I mean both portals. I’m talking about the agent portal as well as the end user portal. Will will support single sign on. OK, so that’s true for Google SSL, it’s for Microsoft Azure for Active Directory, which can be local for example. OK, that’s how we enable that. And finally, under the security tab, there is a full blown API and there is tons of API instructions, et cetera, at our website.

[00:30:25.550]
If you guys just scroll right to the bottom, you’ll see the API. You can also search it again and support Takasu Comikaze. We even have examples of API, etc.. Any help, let us know. Now, a couple other things that I want to point out. So very important to know. Under your name here, under settings you’ll be able to customize your personal settings, right? So your date format. Are you available? So this is an advance automation of your time zone backup agent.

[00:30:58.760]
So that’s a common question. So the backup agent is used, for example, if you’re on vacation and you’re in the automated distribution of tickets. Right. You can make yourself basically either unavailable or have a backup agent. So a backup agent would automatically get all your ticket. OK, one other thing to point is, is the signature here. OK, so again, remember, we’re answering a ticket. You don’t need to put your signature. You can’t put it in full e-mail.

[00:31:25.220]
You could as plain text, OK? And that would automatically get appended. And finally, probably more important is the notification settings. OK, so from here, each agent can choose what to be notified on. OK, so from everything, from notify on everything to notify the specific groups or what’s been assigned to for example. OK, so that’s very important because you can get all emails, some emails, no emails. OK, now one other thing as well to note is you can also the administrators can also assume identities, OK?

[00:32:01.760]
And this is very related to notification settings. So, for example, if I wanted to assume the identity of Anton again, you can’t assume an identity of another administrator only of agents. OK, but as you can see, now that I am reverted or sorry that I am under Anton now and I can come in here and customize all his settings, for example. OK, now that’s kind of a high level overview. So I don’t know if we want to take questions or what kind of the next step is.

[00:32:32.260] – Lindsay(AppSumo)
Now, let’s go ahead and take some questions, Sumolings, questions that you want to send to the Q&A box now, you can we have had Adam here answering the questions as they come in.

[00:32:43.780]
So there aren’t any. But let me see. You got you know, we got the standard. We got do you have a road map? We got that. How many brands can we add? Yep, sort of.

[00:33:00.440] – Ben(Cayzu)
So the sort of brand. OK, so the Max brand is 50 if you want more. Now, let me one more let me explain one thing about brands, because there was initial confusion. Now a brand I you know, I kind of went over again right at two at the minimum to customer to at minimum two different customer facing portals and user portals. Now, that will also give you multiple emails, right? Each brand has to have its own email.

[00:33:26.950]
OK, now I need to make it very clear if there’s a confusion point is that you don’t need to set up multiple brands to be able to to be able to help multiple customers. OK, you could have one brand. OK, one end user portal and support thousands of customers. OK, there is no association to a brand to a customer. The brand is literally just the customer facing differences. OK, so I just want to be clear about that.

[00:33:49.090]
But yeah. Go ahead. Or just want to clarify that.

[00:33:52.890] – Lindsay(AppSumo)
And then can you just clarify which platforms can the end user tickets for?

[00:33:59.900] – Ben(Cayzu)
OK, so what was the question, which platform? Yeah, oh, yeah, OK, so users can submit tickets using the end user portal, they can send in tickets via email. If you integrate into a chat, all the transcripts etc would be sent into tickets. Twitter, we can do tickets.

[00:34:20.150]
Facebook’s been a popular thing, so we’ve had quite literally a nightmare with our API. So we are going to reinvestigate for Messenger because I know that’s been a popular thing, but so hopefully that answers the question. I don’t know if that would answer the question.

[00:34:36.140] – Lindsay(AppSumo)
All right, Sumolings, if you have any more questions, you can send them in here and of course, them also let’s.

[00:34:44.270] – Ben(Cayzu)
Yeah, and yeah. So in one. Yeah. And just one other thing as well, and I’ve mentioned this many times, but it’s so important that everybody remembers that we do have a full blown knowledgebase. Right. It is searchable. You can you can, you know, go through, you know, browse right. Again, like the API to pick on the API. Right. We can come in here and we can grab, like, you know, sample API code, for example, or whatever.

[00:35:08.270]
Right. So keep in mind that we do have that knowledge base as well as support kazoo dotcom. Just a simple email address. And you can also send it this way. I just I can’t stress that enough because it will help you guys get your answers the quickest.

[00:35:21.380] – Lindsay(AppSumo)
Wonderful.

[00:35:22.430]
All right. So if we don’t have any more questions, I’m going to go ahead and close us out. Swelling’s if you have not already, you can go to Ximo right now to redeem your codes for Cayzu at Kizu Dash Help Desk is the full slug for that. It is starting at fifty nine dollars for a lifetime deal. And of course this is backed by Appsumo’s 60 day guarantee. So you can go ahead, get set up playrooms and see how it works for you once you’ve done that.

[00:35:51.410]
We do love to read your reviews on the deal page. As I mentioned earlier, it’s currently got five tako rating as the go ahead, check it out, play around. If you have any more questions, get in touch with their support team can always get questions on the page as well. I do. I do see that. A couple of questions have come in in the Q&A.

[00:36:13.940] – Ben(Cayzu)
Yeah, I can answer that if you will. There be made it.

[00:36:21.860]
Yeah. So definitely live chat is on our radar for sure. I don’t have a timeline, but again, we’ll try to do our best. But it’s difficult to have a time line, especially in software. But yes for sure. Yep. That’s on our roadmap.

[00:36:35.540] – Lindsay(AppSumo)
It looks like I broke my rules and he put his questions in the chat. So he’s moving them over. Now, if I have an S, but my main agent is not available, can the ticket be rerouted to another agent automatically based on time zone agents Argenteuil?

[00:36:54.830] – Ben(Cayzu)
OK, so ravenously, my main age is not available to take a baby relative to another. OK, so yeah, so that’s the concept of the of the backup agent. But it’s not based on a schedule.

[00:37:04.940]
It’s more done like it’s more done on a manual basis. Right. So if you’re leaving, if you’re, for example, leaving on vacation, you’d make yourself unavailable or you’d put a backup agent. So not necessarily on like a schedule, but yes, if you enable and disable it, can we assign support time or credit limits to users or clients?

[00:37:28.760]
OK, so do you want me to read these or do you want to read them? Because I have them on my screen. I just don’t want to. OK, OK, can we assign a part time or credit limits to users, clients, to our military? Also, I let you go ahead. OK, so to answer this question he’s asking is, can they put in credit limits, meaning that you have a customer, he buys four hours a month from you.

[00:37:52.120]
OK, so we don’t have we don’t have the we don’t have the our concept, but we have what we call a support contract. So it’s based on time. So meaning that if someone pays you monthly, for example, for your service, you can kind of tie that into the system. And the system would tell you that they’re expired, for example, if they didn’t pay or they’ve only paid six months in which is expired. So it’s not based on hours.

[00:38:18.780]
It’s based on time. You can read the questions, I’m sorry. I mean, take a job, but read them on your end. But I’m reading them.

[00:38:30.460]
Yeah, you’re you’re much more I like your voice much better. So go ahead. Your.

[00:38:35.460] – Lindsay(AppSumo)
Is a customer requests for live or video support. Can this platform integrate with scheduling tools like Zumaya or Viqueira?

[00:38:45.080] – Ben(Cayzu)
OK, so we do we do have actually a knowledge base, if you want to set up, you know, like scheduled tickets, for example, but we don’t have integrations with those two ops you mentioned. But if you did want to schedule tickets, we do kind of give you I like to call it like a workaround. And again, in our roadmap, is the concept coming of a template ticket or a recurring ticket.

[00:39:11.480]
So currently, no one agrees with those two apps, but there are ways around to schedule tickets, etc. And if you need help with that, we can say the information.

[00:39:20.300] – Lindsay(AppSumo)
Awesome. Can I use my website, info’s blogs within the knowledge base, or do they have to be recreated to be used, found in the zoo?

[00:39:29.870] – Ben(Cayzu)
Yeah, good question. So you could technically leave your blog, right. ET cetera, but you would probably have to duplicate the knowledge. Right. So we’d come in here, we go under articles, we’d go on an article. And I don’t think this is ideal, to be honest. But if you already have something like, you know, my company dot com slash blog, X, Y, Z, for example, you could say, you know how to fix your printer, for example, and then kind of link that way.

[00:40:02.150]
Right. So there is no need of integration that way. It’d be almost like duplicating it. So I mean, you could duplicate the full text here or you could just link it to your existing blog. And hopefully that answers your question at.

[00:40:19.660] – Lindsay(AppSumo)
You’re welcome, P.J., thank you for moving these over when I’m emailing back and forth with the customer and something needs to be created, tagged as a support ticket, do we use an extension or forward the specific email to a support email tied in with Katsu?

[00:40:33.290] – Ben(Cayzu)
You are correct. OK, so how the system works is that you would first you would set up all your agents. OK, so, for example, robbed off his wall at Gmail dot com.

[00:40:46.890]
OK, so this is his agent email. OK, now keep in mind that the agent email is different than your support email, right. Your supporter email could be support at your company, Dotcom, for example. OK, again, it could be any address. So as long as Rob OK, this email address or any other agent that has an email address, they literally can just forward that message that they got in their personal inbox into their support address.

[00:41:13.370]
So in this case, robbed of his wallet, Gmail dot com would forward the customer’s message into support at your company, Dotcom. And whatever that address is, it would automatically create a ticket. Fantastic, thank you. Last question here, is there an integration with team viewer? There is no integration with Team Buhr, but that is on our roadmap as well.

[00:41:37.870] – Lindsay(AppSumo)
And that’s it. We’re going to go ahead and wrap this up again. I don’t know that I want to do the whole spiel so you can go ahead and redeem your codes on AppSumo for Cayzu right now, again, starting at fifty nine dollars for a lifetime deal backed by all the stuff.

[00:41:54.250]
And of course, leave your views and leave any questions there. Thank you so much, Ben, for hanging out with us.

[00:42:00.040] – Ben(Cayzu)
Thank you, everybody. Lindsey, Lindsey, thank you so much, everybody. Thank you for joining. Look forward. Have a good one.

[00:42:06.640]
Thanks, guys. Bye bye.
[00:00:00.640] – Lindsay(AppSumo)
What’s going on, Sumolings, thank you so much for joining us for another product walk through webinar. I am Lindsay and today we are joined by the team over at Cayzu. This is a cloud based help desk software solution that lets you manage all your support inquiries across multiple channels in one place. It is on AppSumo right now, starting at fifty nine dollars for a lifetime deal and it does currently have a five taco rating. Before we dive into the tool though, I just want to take a few quick things.

[00:00:31.600]
The first is that if you want to tell us a little bit about your use case, why you’re interested in this tool, you can go ahead and do that in the chat room or if you just want to say hi and let me know where you’re watching from. I like that, too. If you have any questions, though, about the tool deal, how to get set up, go ahead and leave those questions in the Q&A box down below this video.

[00:00:51.550]
We’re going to circle back to questions at the end of the walkthrough. For those of you that are watching the replay. Hello, people. On the replay, there will be a replay of this available. It’ll come out, you know, an hour or two after we’re done recording. All right. That is enough of me. Hey, Ben, how are you doing today?

[00:01:07.840] – Ben(Cayzu)
Good. How are you, Lindsey?

[00:01:09.940] – Lindsay(AppSumo)
I am doing very well. I am excited to be here. I know you’ve got a lot in store for us. So without further ado, I’ll let you take it away.

[00:01:18.340] – Ben(Cayzu)
Yeah. No, thank you, Lindsey. Hi, everybody. My name is Ben West Wolly. I run sales here at Cayzu Help Desk. I’m going to run you through, like Lindsey mentioned, you know, a quick kind of walk through and the initial setup, if you guys have any questions, like she said, put it into the panel, put in the Q&A section and we’ll get to those as soon as possible now. So let’s get started.

[00:01:40.550]
So there’s two main components, the system. OK, so again, Cayzu, as you mentioned, the Help Desk. So it’s either meant for internal teams, right? So if you want to support your internal users or even for customer service, meaning you want to help customers that are buying products from your services, etc.. Now, there’s two main components. The system. There’s the end user portal. OK, so the end user portal is where your users so again, the users can be customers or internal users could come to potentially submit requests.

[00:02:10.150]
Right. If you allow sign in, they can sign in view all their past requests as well as search and browse a knowledge base. OK, now flipping over really quickly, the second portal would be the agent portal. Now, what we define as an agent is anybody actually doing support? OK, so let’s say a customer buys a camera from you. They have an issue. They submit the agent would actually be the one answering. OK, now the end user portal is Brandell and customizable.

[00:02:40.900]
OK, so there’s a couple of ways of customizing. Right. So all the surface items. Right. So your logo, your colors, your text. Right. Your banner images. And again, continue with the text down here. OK, that can all be done when we click the customize button. So for example, if we want to change our logo, we’d literally just select a new logo from our our machine. OK, now this can also be customized and this is a very popular question with your own vanity domain.

[00:03:14.620]
So what you’ll notice here, and I’m going to remove this path just for one second, you will notice support my help desk demo dotcom. OK, so there will be no mention of Kazu here, right. So many of you, I guess, have already submitted tickets, meaning support to get support from us. But if you do need help with that, we can send you instructions. So we don’t mention about now to get into the customized mode.

[00:03:40.750]
I’m going to actually close this page and I’m going to navigate back into the agent portal pages. I just realized I brought you guys up. So when we initiate the end user portal from the agent portal, it will put it into a unique You are OK. This unique you URL allows you to kind of customize. It puts you in a customized mode. This is not something you’d give out to your customers right now after you’ve made all your customizations.

[00:04:07.060]
We can then kind of start playing with it. Right. So I’m going to spend a couple minutes here kind of showing you how your customers can use that. OK, then we’re going to move into the agent portal. So like I mentioned, everything’s indexed for search. OK, so your knowledge base is indexed for search. It can also be organized into folders and sub folders. OK, you guys control all these, OK? You even control the customization, right?

[00:04:29.650]
So if you don’t want a knowledge base, that can be removed as well, OK, the removal of sections. So, for example, on the other side of things, let’s say that you don’t want Sinon, for example, these can all be removed. OK, the system will also tie in a single sinon. So that’ll include social media like LinkedIn, Google, etc. We have our own site and mechanism as well as like single sign on into Azor or Active Directory, etc.

[00:04:59.260]
. OK. The knowledge base is administered under the agent portal under articles. OK, so what you will notice here is that there is a hierarchy, OK, so the general will be the folder and then you can have sub folders that will correspond to your end user portal here. OK, so these are your folders. When we jump in, we’ll see your sub folders. OK, very easy to add in knowledge. OK. Of course, same concept for the folders and some folders, but let’s go in and add an article.

[00:05:30.460]
OK. It’s really as simple as putting in a title and a body. OK, but keep in mind, you can embed images, videos, you URLs right after you’ve completed that, we would then choose which folder and which subfolder to assign it to. OK, now another concept as well is that is the view level. So this is basically the permission of the article. And I point this out because it’s important. So the first option would be all users, meaning anybody that browses your and user portal would be able to see those knowledgebase items.

[00:06:05.410]
Right. Logged in. OK, you’re going to force the user to sign in. Again, one of those sign mechanism and the most important one is the one I want to highlight is the agents only. So the agents only will permission this article to only be seen by agents, meaning that your users, anybody coming here would not be able to see that. OK, now the benefit of having an agent on the article would be that you can use it when you’re when you’re answering tickets, which is helpful as well as you can access it under articles here as an agent.

[00:06:42.010]
Right. So that’s kind of a reference point for you. OK, now one other thing that’s very popular in terms of your questions is the multiple brand support. I won’t get too much into it. I mean, I might at the end in terms of the setup, if we have a little bit of time. But the concept is, is that you would follow on screen. OK, and I’ll show you that in a couple of minutes under managed brands.

[00:07:07.000]
Right. And then from there, you have to make a change in your DNS server. OK, so what the multiple brand means for anybody that doesn’t know, OK, is that you can have one or two or more and user portals. OK, so this could this could be your portal one again, can be completely customized, branded. Right. And this could potentially be your second portal. OK, now you’ll notice that these have two completely different you URLs.

[00:07:39.160]
Right. And a completely different look and feel. OK, same concept with being able to submit a request. OK, these on my second portal would be different questions, OK, because each brand is a self containing almost entity. OK, so they’ll have their own knowledge base is their own customizations, are own branding, et cetera. But the nice thing is it will feed all back into your agent portal. OK, now one thing just to kind of mention is that another popular question would be, is that can a certain set of agents only deal with a certain brand?

[00:08:14.950]
So let’s say they have two brands and the answer is yes. OK, so you can definitely permission the system to have agents again, agents of the people actually helping the customer or the user be able to only see one brand. OK, now jumping into the submission of tickets. OK, so I click submit a request. You can also have email. And that’s another very common question is that can we have email to ticket conversion. And the answer is absolutely yes.

[00:08:43.150]
So if you have, for example, support at your company, dotcom and tech support at your company dot com, let’s say they have to mail two emails. You can definitely set up both those two emails to go into the system and automatically create tickets. OK, again, if you have questions about that, you guys can email support at Kazoo, Dotcom and maybe as well as I will show you guys that we do have a full blown portal as well.

[00:09:10.660]
So maybe we can send that out after or something like that. But and it should also be on the deal page as well. OK, now now, could I cut a blob for a minute here? I’ll kind of come back to the home page. So let’s go through the submit a request really here again, we can do it through email. We can also do it through custom forms. You see here that I’ve created a whole different, you know, load of questions or forms.

[00:09:34.030]
So the basic idea is that your user would come here. What do they need help with? Keep in mind, you can have this as simple as one form. OK, I have multiple, of course. And each one of these fields is part of a custom field. OK, so you guys can make these as simple or as complicated as you wish. OK, now one other thing to mention is the automation’s. OK, so you can also set up automation in terms of.

[00:09:59.860]
Ticket auctions, so, for example, a few and a few kind of examples would be, let’s say that you want all technical questions to go to a certain set of agents or maybe one specific agent. OK, you might want billing questions set to a different person or a different collection of agents. OK, that’s at the highest form. Keep in mind that you’re that that kazoos automations will also tie into your email address or into your emails. OK, so, for example, if a ticket created by printer is broken, so if a ticket is created using a form or an email and it contained Prenter, for example, we can then perform ticket actions, OK, meaning that we can route this ticket to the printer guy or the printer group.

[00:10:45.990]
We could even set the ticket as Ergin if we wanted. We could also perform other actions. Right. So those can also be set up in the back end. OK, now one other just quick thing as well. Is the Sinon, right? So if you do allow your users again, not agents, these are the people looking for support. Right? If you want them to be able to log in, that is totally possible. There is no cost to that.

[00:11:10.680]
OK, so there is no charge for a user. There’s only a charge for an agent. OK, if you do allow them to sign in, the users will be able to, of course, you know, update their personal information like their phone numbers, et cetera, as well as either view all their tickets, add to their tickets, close their tickets. Keep in mind, this is not required because it is all done via email as well.

[00:11:33.450]
OK, so it’s up to you to kind of consolidate and customize as you wish. OK, now jumping into the agent dashboard again, the agents, the ones helping the customer. OK, so everything here will be indexed for search. OK, so whatever we put into the helpdesk customers, agents, you know, et cetera, et cetera, will all be indexed research. There is no limit in terms of what you’re storing. OK, that’s another common question is what are the storage limits, the storage limit per ticket?

[00:12:04.740]
It’s 50 megs. OK, but overall there is not a limit. OK, on top of everything being indexed for search, everything is also automatically tracked for metric purposes. OK, so we’re recording purposes now. Each report will give you different information. But keep in mind that you guys can report on everything, including all your custom fields, OK? Everything can be run on screen. We can export the data to excel. We can schedule data dumps as well as high into the API to pull out data.

[00:12:35.770]
OK, keep in mind that we do connect in with power by or other report builders through the do the API. And if you need any help with that, again, we can check out our support page, which I’ll show you guys in a few minutes, or just email in to support at Katsu dot com. OK, now on top of the metrics in the search, this entire age portal is controlled by permissions and roles. OK, so there has to be at least one administrator in your KAZUE account and that requires an agent from there.

[00:13:06.330]
That administrative account can kind of customize and permission each agent individually. OK, so for example, if you don’t want someone deleting, for example, or you don’t want to be able to merge or you don’t want someone accessing reports, for example, all that can be customized. Now, the system will also work with views. OK, so that’s kind of how tickets are organized. So starting an overview here, all the way to suspend it will be all your default views.

[00:13:31.810]
OK, so if I want to see unsold tickets or what’s past due or spam tickets, I’d simply click. Now, what you’ll also notice are billing sales group billing group location. OK, what those are these are custom views. OK, so if we click manage here, we’re able to then create views and even choose which columns to display. OK, so you’ll see here I’d subject requests for status updates requested. Let’s say that we created a custom field called order number.

[00:14:01.590]
We could come in to manage. Right. And we could then kind of add that column. OK, there’s a variety of different columns as well. OK, now jumping into a ticket, sorry, before jumping into that. So one other thing I want to mention as well is that we will also tie into service level agreements because you’ll notice that icon here as well as the pending. OK, so what a service level agreement is or an SLA is if you are potentially contractually obligated to answer a customer within a certain time or it’s just your company policy to answer in a short amount of time.

[00:14:34.320]
So, for example, let’s say that any ticket that comes in as urgent, you’d want to be responded within an hour. Any ticket coming in with, you know, medium priority, for example, would be answered in eight hours. OK, so this this the SLA will keep you honest. OK, so it’ll keep you it’ll give you a graphical indication. It is also fully reported on. OK, so there is a full blown SLA report.

[00:15:00.110]
So you’ll be able to dive into which tickets missed SLA, etc., now the yellow pending will refer to your customer or your user was the last to respond. OK, so these tickets need your attention. That’s what the pending label is. OK, now I’m going to go pick on Johnny Test here. OK, so this is my use. That’s a ticket and he clearly needs help with his printer. OK, so just like anything, just like any email or any help desk where we can start replying, this is my reply.

[00:15:30.950]
Now keep in mind that you don’t need to put in your signature, OK? I don’t have to put in thanks, Don Cazayoux, for example, that will be automatically appended to your ticket. OK, what we’ll also do is, is kind of go back to what I originally or what I mentioned earlier is using articles and your responses. Right. So if I had something pre written, I can quickly, you know, search it included. OK, keep in mind that I can include it as your URL or as plain text.

[00:16:02.090]
OK. Now if you don’t have a knowledge base, so let’s say you’re just starting out or, you know, you’re in the habit of just answering emails, not saving it, you can also use the create article option from a ticket. OK, so what this will do is it will convert all the text except the internal notes. OK, we’re trying to get to AntiSec into that article, which you can then edit and then publish. Everything we apply here will be threaded in timestamp within the ticket.

[00:16:30.260]
By default, it goes out to the customer. OK, keep in mind that you can also control that workflow in terms of the email workflow so you can choose to turn that on and off. And on top of that, I kind of want to add into the internal notes. So again, this is the public reply that goes back out to the user or to your customer. Now, the internal note is you’ll notice here in yellow again, that is also threaded within the ticket, but it will not be visible to the customer.

[00:16:58.790]
OK, so I’m going to keep a private note here, for example. Right. I can literally keep the private note. Again, this would not be sent out to the user on the ticket update, OK? Nor would it be visible if you allowed them to log in. OK, now another concept, and probably more importantly, is the collaboration with teams. Right? So if you do have a ticket, we can target other agents within your account.

[00:17:25.770]
So if I need help from a layered Elena and Anton, I can send them private notes. I need some help, for example. Right. Again, this is all private, not visible to the user, nor would it go to their email. A few other things to note. You can very quickly merge. There’s always the full history of the ticket. Each ticket will also have its own time sheet. OK, so if you do track time for support, you can track time which can then be set available or not.

[00:17:57.830]
From that, you can either export that data and you can also tie into systems like cookbook’s online and harvest billing, for example. OK, on the opposite emerge, another very powerful tool is the split feature. OK, so Carmen in support is that users will keep responding over and over via email or, you know, forms, whatever, over with new problems. OK, so to keep you guys kind of more organized, you can split the ticket, right?

[00:18:26.380]
So what split does is allows you to give the ticket a new subject, choose an agent. And then what happens from there is that customer in this case, Johnny Test would get a second, are getting a new email with a new ticket number. OK, so basically what you’re doing is you’re splitting the information out because it doesn’t belong in the ticket. OK, now we will also track we also keep, organize and track all of your users.

[00:18:52.160]
Again, those could be customers are users, right? So we can track all the basic information. We can also customize this. So if you want to make things more personal, for example, do you want to write down their, you know, their spouses name, for example, so that when you’re in a conversation, you bring it up? Or do you want to add in specific dropdown? Right. So this can all be customized as well.

[00:19:12.420]
OK, so look at this is kind of like a contact card, right? So in the contact card, we will have the associated assets if that if that’s something you utilize as well as all their past tickets. OK, so again, the history will always be there as long as description’s active. OK, so we don’t delete the data unless you delete it.

[00:19:32.210]
OK, now I’m going to jump into the admin and kind of point out some of the high level features, OK? Again, we’re not going to be able to do everything, but this should hopefully get you guys some good ideas. So as I mentioned, the agent rolls and the permissions, OK, this is where we administer adding the agents their roles again, what they can do and can’t do as well as groups. So groups is kind of like a department, OK, so it’s kind of an important concept.

[00:20:04.120]
A group is basically a collection of one or many agents. An agent can also belong to one or many groups as well. OK, the concept of a group is multifaceted. One is for permissions. So keep in mind that you can commission agents to only see a set of tickets that includes for multiple brands. Right. Another use of groups could be that you have HRR tickets coming in and finance tickets coming in, for example. Right. If you don’t want HRC and finance and vice versa, that can also be that’s permission of the multiple brands.

[00:20:40.180]
So the idea will be, is that you can set up the multiple brands. Right. So again, at the forefront, the multiple brand will have its own end user portal. Again, they’d be completely different, completely customized, et cetera. Right. We would simply click the ADD brand. We’d follow the onset of instructions or the screen instructions. We also do have set up documents. All right. Keep in mind that this is kind of a multi step approach because you do need to make a name record DNS.

[00:21:11.140]
So it’s not just updating here. OK, email, as I mentioned, you will have access to have one or many different email addresses. OK, so again, if it’s a tech support email, a email. Right. Anything’s possible. OK, again, we have those instructions for there and you will have the ability to enable certain email letters or edit them. Right. For both your agents as well as your requesters and your requesters will be your users or your customers.

[00:21:38.830]
OK, now keep in mind the focus that I know this is not very apparent. We’re changing this is that there are two pages for both. OK, so don’t so don’t forget when you are editing or turning on and off that you that you go to both pages. OK. Now the business rules is your service level agreements. Right. So depending on as I mentioned. Right. So we would first and I would probably suggest everybody to set up their business hours.

[00:22:06.620]
OK, even if you don’t want to use SLA, this will help. This will happen. This will help with your reports, et cetera, because that will be used for your initial response times, et cetera, meaning that if you have business hours that are four specific days, specific hours, meaning not 24/7 displays will consider that OK, meaning that if you have an SLA for a ticket that comes in, let’s say you have a one hour response, time for all ticket.

[00:22:35.800]
OK, let’s say that this ticket comes in on Friday at four thirty. OK, so we’re done work at five o’clock, so only 30 minutes of that time would be used that first day. OK, that’s why it’s very important that after business hours, assignment rules is also getting expanded on. We’re adding in trigger soon, but the concept here will be basically performing ticket auctions on incoming tickets. So after we name it, give it a description, we can then follow, we can then select conditions again.

[00:23:09.520]
Now, this is very expandable because it will tie in to custom fields. It ties in all your forms. It ties in the email. Right. So give me an example. So, for example, if an email contains. At important customer, for example, I want to set the priority is urgent and I want to, for example, set a group, for example, that might have everybody in it, OK, I want this guy taken care of.

[00:23:34.700]
OK, another way of doing it again, as I mentioned, this will be tied into your forms, right? So the same concept will be true. As you’ll see, this custom filter says which version of software is installed? I’ll have one to three. OK, now I can set individually or all the same to perform different options. Right. So if someone did select with one point, I could assign it to Agent Ted as well as set it to urgent, for example.

[00:24:00.650]
OK, so that’s kind of the concept there. The custom fields of the custom forms is how you will kind of how you will control these forms. OK, so you can kind of customize these. Again, these are all custom fields. OK, there’s a variety of different custom fields. And I’ll show you really quickly. And as I mentioned, custom fields can be added to company and contacts and assets. Right. So the one we kind of just talked about was for contacts.

[00:24:30.860]
All right. So if we wanted to track, you know, some extra detail about a contact or a company or whatever that can be added in. OK, but for this purpose, I’m going to add a custom field to a form because I want to potentially use it in one of my forms. OK, so I just simply click add fields and I just really want to show you kind of the types. Right. So is everything from label single line, no paragraph checkboxes, dropdown calendar control dependent fields and company list is more of an internal thing.

[00:25:01.940]
So if you’re using that for customer service, you wouldn’t want to show that. OK, now each customer feels to do something different. And again, we have lots of information on it. What support? Dot, kazoo, dotcom. OK, so this is our public facing knowledge base. Hundreds of articles. Right. But again, if you need to just some minutes, a request or email support at gazoo dot com. OK, now there’s also built-In satisfaction surveys.

[00:25:30.080]
There’s quick responses which will kind of be a compliment. So it’s kind of a macro or can’t answer the end user portal settings. I’m going to show you really quickly as well, because this is kind of the second way of customizing your end user portals. OK, so, for example, if I didn’t want a knowledge base, for example, I might want to hide the whole category section as well as a knowledge base. Right. So the idea will be here is, is that there’s three tabs.

[00:25:57.600]
OK, so for example, display, do I want to search on my end user portal? Yes, I and then I’d come back here and kind of refresh. OK, so that’s that’s kind of the second way of customizing this. OK, now one other thing is the satisfaction survey is fully reported on as well and you would have control over many more backend automation. So for example, under ticket settings here, one thing that I always show is automatically closing tickets and the probably resolve ticket after.

[00:26:27.640]
OK, so what you will notice, OK, and I jump over into a ticket for a sec here. What I’m going to reply, let’s say that I made my reply again. I don’t need my signature. Right. I can choose just to update the ticket. OK, so what that does is it goes from pending support automatically to pending customer. OK, now these statuses can be customized. OK, but the concept is, is that the system will change it from waiting on you basically because it’s waiting for support to pending customer.

[00:26:58.400]
OK, now if I just click send an update, that’ll do it automatically for me. I don’t need to touch this, OK? If I just wanted to resolve the ticket, I could also click on a result. Now let’s use the case that this is my reply. OK, I believe and you probably wouldn’t say this to the customer, I believe that this fix, if I could type today, if that fixed, I believe this fixes your issue.

[00:27:21.980]
I’m 99 percent sure most people probably wouldn’t say that, but I’m being very obvious here. So in the case that you think that this is all the customer, you can literally choose the probably resolved status and clicks that an update. What that does is based on this setting, OK, would then send a second email to the tech, to the customer and whatever defined days. OK, so let’s say in your case, you want 15 days. So if we don’t hear from that customer and that status is chosen, that will automatically close after 15 days.

[00:27:52.880]
OK, now a more common one would be this one. OK, so again, I just explained how it goes from pending support to pending customer. Right. So if we never, ever hear from that customer again and let’s say it’s been 30 days, 60 days, seven days, whatever you want and you have this enabled, that will automatically close that ticket. OK, so it’ll kind of keep things more clean for you. OK. Now the app integration and I know.

[00:28:20.900]
We’ve heard of plenty, we’ve heard of, you know, tons of suggestions and future requests, and that’s great. Just so everybody knows, what we do is that we literally get you know, I couldn’t even tell you the number of feature requests we got a day or a month. But everything is kind of catalogued and prioritized and voted on basically. And the votes are basically done by the request. You know, when the more people ask for certain integration or what, you know, etc.

[00:28:44.960]
, that’s what kind of gets moved up. OK, and again, the public role has been something that’s come up a lot. We don’t necessarily share the public roadmap because things are subject to change, but we are definitely working on a new Iosava more automation’s reporting. And we’re going to try to put something together, that whole thing add up on the on the deal page as well. But plenty more integration’s as coming as well. OK, but each integration will do something different.

[00:29:13.310]
For example, JIRA Project Management. Right, would link development tickets, you know, back to your support portal. OK, Microsoft teams and SLOK, for example, will allow you to set up rules to publish notifications of tickets into your channels or your groups. Right. So each integration will do something different. There’s everything from paid integration’s to free integrations. If you don’t see on the list, you know, let us know. But definitely it’s probably already on our roadmap.

[00:29:44.120]
But that doesn’t should not stop you from suggesting it. OK, now, single sign on rights. I mentioned that a few times, both portals and when I mean both portals. I’m talking about the agent portal as well as the end user portal. Will will support single sign on. OK, so that’s true for Google SSL, it’s for Microsoft Azure for Active Directory, which can be local for example. OK, that’s how we enable that. And finally, under the security tab, there is a full blown API and there is tons of API instructions, et cetera, at our website.

[00:30:25.550]
If you guys just scroll right to the bottom, you’ll see the API. You can also search it again and support Takasu Comikaze. We even have examples of API, etc.. Any help, let us know. Now, a couple other things that I want to point out. So very important to know. Under your name here, under settings you’ll be able to customize your personal settings, right? So your date format. Are you available? So this is an advance automation of your time zone backup agent.

[00:30:58.760]
So that’s a common question. So the backup agent is used, for example, if you’re on vacation and you’re in the automated distribution of tickets. Right. You can make yourself basically either unavailable or have a backup agent. So a backup agent would automatically get all your ticket. OK, one other thing to point is, is the signature here. OK, so again, remember, we’re answering a ticket. You don’t need to put your signature. You can’t put it in full e-mail.

[00:31:25.220]
You could as plain text, OK? And that would automatically get appended. And finally, probably more important is the notification settings. OK, so from here, each agent can choose what to be notified on. OK, so from everything, from notify on everything to notify the specific groups or what’s been assigned to for example. OK, so that’s very important because you can get all emails, some emails, no emails. OK, now one other thing as well to note is you can also the administrators can also assume identities, OK?

[00:32:01.760]
And this is very related to notification settings. So, for example, if I wanted to assume the identity of Anton again, you can’t assume an identity of another administrator only of agents. OK, but as you can see, now that I am reverted or sorry that I am under Anton now and I can come in here and customize all his settings, for example. OK, now that’s kind of a high level overview. So I don’t know if we want to take questions or what kind of the next step is.

[00:32:32.260] – Lindsay(AppSumo)
Now, let’s go ahead and take some questions, Sumolings, questions that you want to send to the Q&A box now, you can we have had Adam here answering the questions as they come in.

[00:32:43.780]
So there aren’t any. But let me see. You got you know, we got the standard. We got do you have a road map? We got that. How many brands can we add? Yep, sort of.

[00:33:00.440] – Ben(Cayzu)
So the sort of brand. OK, so the Max brand is 50 if you want more. Now, let me one more let me explain one thing about brands, because there was initial confusion. Now a brand I you know, I kind of went over again right at two at the minimum to customer to at minimum two different customer facing portals and user portals. Now, that will also give you multiple emails, right? Each brand has to have its own email.

[00:33:26.950]
OK, now I need to make it very clear if there’s a confusion point is that you don’t need to set up multiple brands to be able to to be able to help multiple customers. OK, you could have one brand. OK, one end user portal and support thousands of customers. OK, there is no association to a brand to a customer. The brand is literally just the customer facing differences. OK, so I just want to be clear about that.

[00:33:49.090]
But yeah. Go ahead. Or just want to clarify that.

[00:33:52.890] – Lindsay(AppSumo)
And then can you just clarify which platforms can the end user tickets for?

[00:33:59.900] – Ben(Cayzu)
OK, so what was the question, which platform? Yeah, oh, yeah, OK, so users can submit tickets using the end user portal, they can send in tickets via email. If you integrate into a chat, all the transcripts etc would be sent into tickets. Twitter, we can do tickets.

[00:34:20.150]
Facebook’s been a popular thing, so we’ve had quite literally a nightmare with our API. So we are going to reinvestigate for Messenger because I know that’s been a popular thing, but so hopefully that answers the question. I don’t know if that would answer the question.

[00:34:36.140] – Lindsay(AppSumo)
All right, Sumolings, if you have any more questions, you can send them in here and of course, them also let’s.

[00:34:44.270] – Ben(Cayzu)
Yeah, and yeah. So in one. Yeah. And just one other thing as well, and I’ve mentioned this many times, but it’s so important that everybody remembers that we do have a full blown knowledgebase. Right. It is searchable. You can you can, you know, go through, you know, browse right. Again, like the API to pick on the API. Right. We can come in here and we can grab, like, you know, sample API code, for example, or whatever.

[00:35:08.270]
Right. So keep in mind that we do have that knowledge base as well as support kazoo dotcom. Just a simple email address. And you can also send it this way. I just I can’t stress that enough because it will help you guys get your answers the quickest.

[00:35:21.380] – Lindsay(AppSumo)
Wonderful.

[00:35:22.430]
All right. So if we don’t have any more questions, I’m going to go ahead and close us out. Swelling’s if you have not already, you can go to Ximo right now to redeem your codes for Cayzu at Kizu Dash Help Desk is the full slug for that. It is starting at fifty nine dollars for a lifetime deal. And of course this is backed by Appsumo’s 60 day guarantee. So you can go ahead, get set up playrooms and see how it works for you once you’ve done that.

[00:35:51.410]
We do love to read your reviews on the deal page. As I mentioned earlier, it’s currently got five tako rating as the go ahead, check it out, play around. If you have any more questions, get in touch with their support team can always get questions on the page as well. I do. I do see that. A couple of questions have come in in the Q&A.

[00:36:13.940] – Ben(Cayzu)
Yeah, I can answer that if you will. There be made it.

[00:36:21.860]
Yeah. So definitely live chat is on our radar for sure. I don’t have a timeline, but again, we’ll try to do our best. But it’s difficult to have a time line, especially in software. But yes for sure. Yep. That’s on our roadmap.

[00:36:35.540] – Lindsay(AppSumo)
It looks like I broke my rules and he put his questions in the chat. So he’s moving them over. Now, if I have an S, but my main agent is not available, can the ticket be rerouted to another agent automatically based on time zone agents Argenteuil?

[00:36:54.830] – Ben(Cayzu)
OK, so ravenously, my main age is not available to take a baby relative to another. OK, so yeah, so that’s the concept of the of the backup agent. But it’s not based on a schedule.

[00:37:04.940]
It’s more done like it’s more done on a manual basis. Right. So if you’re leaving, if you’re, for example, leaving on vacation, you’d make yourself unavailable or you’d put a backup agent. So not necessarily on like a schedule, but yes, if you enable and disable it, can we assign support time or credit limits to users or clients?

[00:37:28.760]
OK, so do you want me to read these or do you want to read them? Because I have them on my screen. I just don’t want to. OK, OK, can we assign a part time or credit limits to users, clients, to our military? Also, I let you go ahead. OK, so to answer this question he’s asking is, can they put in credit limits, meaning that you have a customer, he buys four hours a month from you.

[00:37:52.120]
OK, so we don’t have we don’t have the we don’t have the our concept, but we have what we call a support contract. So it’s based on time. So meaning that if someone pays you monthly, for example, for your service, you can kind of tie that into the system. And the system would tell you that they’re expired, for example, if they didn’t pay or they’ve only paid six months in which is expired. So it’s not based on hours.

[00:38:18.780]
It’s based on time. You can read the questions, I’m sorry. I mean, take a job, but read them on your end. But I’m reading them.

[00:38:30.460]
Yeah, you’re you’re much more I like your voice much better. So go ahead. Your.

[00:38:35.460] – Lindsay(AppSumo)
Is a customer requests for live or video support. Can this platform integrate with scheduling tools like Zumaya or Viqueira?

[00:38:45.080] – Ben(Cayzu)
OK, so we do we do have actually a knowledge base, if you want to set up, you know, like scheduled tickets, for example, but we don’t have integrations with those two ops you mentioned. But if you did want to schedule tickets, we do kind of give you I like to call it like a workaround. And again, in our roadmap, is the concept coming of a template ticket or a recurring ticket.

[00:39:11.480]
So currently, no one agrees with those two apps, but there are ways around to schedule tickets, etc. And if you need help with that, we can say the information.

[00:39:20.300] – Lindsay(AppSumo)
Awesome. Can I use my website, info’s blogs within the knowledge base, or do they have to be recreated to be used, found in the zoo?

[00:39:29.870] – Ben(Cayzu)
Yeah, good question. So you could technically leave your blog, right. ET cetera, but you would probably have to duplicate the knowledge. Right. So we’d come in here, we go under articles, we’d go on an article. And I don’t think this is ideal, to be honest. But if you already have something like, you know, my company dot com slash blog, X, Y, Z, for example, you could say, you know how to fix your printer, for example, and then kind of link that way.

[00:40:02.150]
Right. So there is no need of integration that way. It’d be almost like duplicating it. So I mean, you could duplicate the full text here or you could just link it to your existing blog. And hopefully that answers your question at.

[00:40:19.660] – Lindsay(AppSumo)
You’re welcome, P.J., thank you for moving these over when I’m emailing back and forth with the customer and something needs to be created, tagged as a support ticket, do we use an extension or forward the specific email to a support email tied in with Katsu?

[00:40:33.290] – Ben(Cayzu)
You are correct. OK, so how the system works is that you would first you would set up all your agents. OK, so, for example, robbed off his wall at Gmail dot com.

[00:40:46.890]
OK, so this is his agent email. OK, now keep in mind that the agent email is different than your support email, right. Your supporter email could be support at your company, Dotcom, for example. OK, again, it could be any address. So as long as Rob OK, this email address or any other agent that has an email address, they literally can just forward that message that they got in their personal inbox into their support address.

[00:41:13.370]
So in this case, robbed of his wallet, Gmail dot com would forward the customer’s message into support at your company, Dotcom. And whatever that address is, it would automatically create a ticket. Fantastic, thank you. Last question here, is there an integration with team viewer? There is no integration with Team Buhr, but that is on our roadmap as well.

[00:41:37.870] – Lindsay(AppSumo)
And that’s it. We’re going to go ahead and wrap this up again. I don’t know that I want to do the whole spiel so you can go ahead and redeem your codes on AppSumo for Cayzu right now, again, starting at fifty nine dollars for a lifetime deal backed by all the stuff.

[00:41:54.250]
And of course, leave your views and leave any questions there. Thank you so much, Ben, for hanging out with us.

[00:42:00.040] – Ben(Cayzu)
Thank you, everybody. Lindsey, Lindsey, thank you so much, everybody. Thank you for joining. Look forward. Have a good one.

[00:42:06.640]
Thanks, guys. Bye bye.

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