Cloudset specializes in providing extension capabilities exclusively for Zendesk that significantly enhance native functionality. By adopting an active agent guidance approach, Cloudset scales the Efficiency, Speed, and Consistency of ticket resolutions by fully engaging the talent pool of human agents.

Recognizing that support and business processes in Zendesk often lack sufficient systemization, Cloudset has developed a deep set of extension apps.
These Cloudset apps address existing shortcomings and seize opportunities to innovate and differentiate Customer Experience (CX) and Employee Services
(ES).

The foundation for deeply systemizing processes rests on a sound data model for Tickets, Organizations, and Users. Crucial to this model is the quality of data in both standard system fields and custom fields. High-quality data is achieved through methods that select and validate relevant information throughout a ticket's lifecycle.

Zendesk data stakeholders particularly value clean, normalized data. This reduces operating costs and provides greater insight into improving Zendesk's operational effectiveness. The impact of poor data quality is often a hidden expense and brake to an organization's efficiency.

Cloudset offers three complementary apps designed to enhance process
maturity in Zendesk:

• Formset (advanced conditionality) — Enhances data quality and
  implements entry-level process embedment behind the scenes.
• Flowset (advanced workflow) — Improves data quality and enables sophisticated process embedment by guiding agents through activities with associated tasks.
• Performset (advanced SLA & OLA Management) — Sets process targets and measures performance with clear contextual information.

Formset

This briefing focuses on Formset, an advanced replacement app for Zendesk's native forms [centric] conditional rules.

Formset | Conditional Ticket Fields Add-On for Zendesk

Streamline ticket resolution with advanced conditional ticket fields. Create smart forms, powered by Formset, the Zendesk add-on that guides agents.

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Formset facilitates the foundation level for process systemization maturity.

Deploy in all key locations within Zendesk—Agent Workspace, Organizations, Users, and Guide - to control relevance to the context of the ticket, its requester, and the human agent..

Formset operates seamlessly in the background. It's reductive by nature. In essence, Formset simplifies the interface, embodying the "less is more" principle, especially when enhanced with accuracy assurance. It presents only relevant fields and field option values, regardless of the underlying selection criteria's complexity.

Supports all common conditional field patterns, including cascading field display.
Here are some of Formset's unique and popular selection condition features:

• Multiple AND/OR driving conditions within a rule, allowing for infinite levels of selection scenarios.
• Additional selection method types including Brands, Groups, Forms, Actors, and Roles.
• Additional controlled field types such as Brands, Groups, and Forms.
• Granular field completion validation - for example, a field may only need to
  be filled under specific circumstances.

These unique and powerful capabilities are not available in native Zendesk, nor are they likely to be added in the future.

Formset achieves this through a powerful rules engine for implementation and
an intuitive design tool for specifying field rules:

Process owners will appreciate the ability to accommodate a wide range of condition parameters that reflect the practical complexities of supported products and services, particularly as they vary across different business groups.

Zendesk Admins will value the extensive set of management tools that help test and trace the impacts of rules.

Implementing such functionality is one dimension, but ensuring changes can be made safely is equally important. Over 10 years of development, often driven by direct customer feedback on features and usability, has resulted in a suite of tools that simplify management to the greatest extent possible.

These include simulators to test rules and explain results before deployment, as well as a reverse look-up tool that traces which rules are causing observed behavior.

Formset is the ideal starting point for improving Zendesk data relevancy and quality. Faster and more accurate field selections lead to quicker ticket processing—whether it's resolving issues in one go or avoiding rework cycles.

Use Cases

Typical high-value use cases and scenarios include:

• Supporting extensive ranges and volumes of software and hardware product types and their hierarchies
• Dynamically filtering ticket resolution types based on product or ticket categories
• Accommodating global company territory variations
• Managing data fields related to agent roles
• Decluttering interfaces by removing irrelevant data fields and field option values
• Segmenting Zendesk fields for different business groups and processes
• Managing redundant data values that must be retained structurally but withdrawn from operational use
• Handling public transport networks with route commonalities and divergences

This list encompasses both distinct and compounding use cases.

Why Cloudset

Cloudset boasts a rich, long-standing heritage with Zendesk. They specialize in deep integration with the core elements that make Zendesk an excellent communications platform for managing support and business processes.

With its features, we're able to create a streamlined experience for our agents and capature high-quality data we need to improve our business.
Dan Blum | Director of Customer Support | Donors Choose

I’m very impressed with the support and proactiveness of Cloudset and would highly recommend it to anyone wanting to make forms simpler for Agents and customers alike.
Kevin Lawrence | Customer Liaison Manager | Planful

The Cloudset team is passionate about envisioning, building, operating, securing, and maintaining the highest-quality Zendesk add-ons in the marketplace.

More Info

Flowset - Zendesk Guided Workflows

Simplify workflows, decrease errors with clear directions, and reduce manual effort with Flowset, the powerful Zendesk guided workflows add-on.

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Performset - Zendesk SLA Management | Pro-active SLA And OLA

Make sophisticated Zendesk SLA | OLA Management simple with our support at CloudSET. Offering proactive and real-time operational views on your help desk performance.

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• Visit Cloudset at www.cloudset.net
• Extensive Knowledge base available at support.cloudset.net
• Email support available at support@cloudset.net
• Sales enquiries at sales@cloudset.net | +44 1202 886288

We're always eager to engage in conversations beyond immediate requirements. With over 15 years of experience improving Zendesk, we invite you to tap into our expertise anytime.