Cayzu deservers not one but many more reviews. Previously, we were using Zoho Desk (free version). However, most of the features we needed were paid ones and out of our budget. We later decided to go with a self-hosted solution, but then we stumbled upon Cayzu at AppSumo and decided to try it. The best decision we took in 2021 (yet).

Things I like:
- ample options to automate ticket assignments and workflow,
- round robin feature, which takes all the queues/group into consideration
- you can use your custom url/domain for the customer facing knowledgebase and email notifications
- you can create multiple mailboxes (ticket queues) under one single brand
- you can create 50 different brands under one single license/code from AppSumo. Yes... 50 !!! And each brand can have it's own mailboxes, knowledgebase and automations
- make custom forms, widgets that you can use on your site
- Asset management. Good for small businesses who provide hardware to their customers
- SSO & integration with other services like Google and Facebook
- haven't experienced any slow-downs or sluggishness with the agent portal or the end-user portal yet.
- their support team is quick to respond to your queries

Things that can be improved, but not a big deal:
- their user interface (buttons and colours) seems bit dated. However, I must say, you'll find all the options to manage the tickets efficiently. On the admin side, I overlooked or didn’t realize some texts are clickable/selectable until I went through their support articles and read about those options.
- could do better with more number of app integrations. The current ones are of no use to me
- have seen better looking knowledgebase with other competitors. But no major features are missing

Thing that I miss:
- Cayzu does not provide any option to use your own SMTP service. You end up using their own email delivery.

So why am I giving them 5 tacos if I miss the SMTP service?
Well, they are using one of the best (and expensive compared to others) transactional email service provider for their email delivery. Not sure if I can name the third-party provider here. I was using the same email delivery provider for one of my site & never had any issues with them. In fact, I had better delivery rates with this provider compared to Mailgun & Sendgrid. Unfortunately, I had to give up on them because they were on the expensive side and my site wasn't making any revenue. So, am fairly confident we'll experience no email delivery issues because Cayzu is making use of an excellent email platform.

In saying that, I'd still like the option to use my own SMTP service. It gives you more control on your email delivery, branding and stats visibility.

Haven't used their Reporting feature yet, so can't comment on that.

Overall, getting their Enterprise plan for such a cheap price is a no brainer. For this price, we are more than happy with set of features and services.