Flowset by Cloudset for Agent Guidance (sponsor)

Cloudset specializes in providing extension capabilities exclusively for Zendesk that significantly enhance its native functionality. By adopting a Designed Intelligence 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.

Flowset

This briefing focuses on Flowset, a multi-step workflow engine exclusively embedded in Zendesk to guide agents through complex workflows.

Flowset serves as the foundation for achieving process systemization maturity.

Deployed as a proactive Flowset Assistant in the Agent Workspace, it guides agents through multiple steps across the entire lifecycle of a ticket. These steps are represented by Activities, which define what needs to be done. Within Activities are Tasks, which detail of how to complete the Activity. Tasks can include checkboxes, explanatory notes, and, most importantly, field data. This data can either be Zendesk fields (e.g., Ticket, Org, or User) or Flowset-specific fields that do not warrant being first-class data objects in Zendesk.

As such, highly contextualized forms can be created for each step in the workflow. These forms benefit from data validity checks and business logic that support dynamic decision trees within the Activity itself. Depending on the data entered, valid transitions to the next Activity are enabled, allowing agents to make informed and accurate decision to proceed down paths.

Activities can be sequential or cascade into parallel activities using child tickets. Business logic ensures that parallel activities are completed at the appropriate point in the workflow, similar to the structure of a project plan.

Data gathered during an activity can be used to generate precise public or private comments on the ticket, much like Zendesk Macros. However, this approach eliminates the overhead of finding the correct macro, applying it at the right time in the ticket lifecycle, or relying on agents to manually fill in variables.

Workflow design is revolutionized with a visual process modeling tool integrated directly into Zendesk. Designed exclusively for Zendesk concepts, it offers a way to almost eliminate the need for Zendesk triggers. The no-code drag-and-drop interface, combined with property sheets, enables business analysts to configure workflows while visually understanding their logical construction.

Business logic is expressed in familiar terms, with conditions adhering to Zendesk's defined paradigms. This approach is enhanced by the inclusion of flow diagram visualizations. Additionally, a "where am I" indicator on the process diagram provides agents with greater clarity and context.

Incremental configuration, combined with testing designs on sample tickets, accelerates workflow development when collaborating with business process owners. This approach also simplifies maintenance and facilitates changes by enabling a better understanding of the existing configuration.

Model validation tests are automatically executed to ensure workflows are valid and function as intended. Errors are clearly highlighted, allowing for quick resolution and fostering confidence in the system.

As expected from a full-featured Workflow Engine, the comprehensive workflow configuration management leverages a familiar Zendesk-style listing interface with enhanced capabilities. Each workflow can be ‘checked out’ by an owner, allowing draft changes to be developed and tested before being promoted to production.

Pre-built templates highlight Flowset’s capabilities and serve as a foundation for further customization to meet your organization’s specific needs.

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Formset is ideal for enhancing agent efficiency, enabling them to work faster, more accurately, and with greater empowerment.

Use Cases

Typical high-value use cases and scenarios include:

Comprehensive HR and Customer Onboarding/Off-boarding, including approvals and provisioning to multiple departments.
Change Management to IT Systems, including approvals and compliance tracking.
Complex Complaints Resolutions that guide agents with decision trees.
Navigating Health Care Claims processing and facilitation.
Facilities Management for maintenance tasks, works order requests, safety checks, and vendor/contractor co-ordination.
Compliance tracking and approval for Systems Access Control.
Facilitating and compliance tracking of FinOps - Know-your-Customer (KYC) processes.
Cybersecurity incident handling and compliance evidence.

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.

Dan Blum | Director of Customer Support | Donors Choose

With its features, were able to create a streamlined experience for our agents and capature high-quality data we need to improve our business.

Kevin Lawrence | Customer Liaison Manager | Planful

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.

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

As a SOC 2 Type II certified organization that can be trusted to uphold the highest standards of security and operational excellence, we provide our customers with unparalleled assurance in data protection and privacy.

By aligning our processes with industry best practices, we ensure that our clients receive consistent, high-quality support tailored to their specific needs.

More Info

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.

A quick word about sponsors

Sponsorships and readers subscribing to Internal Note Plus make this project possible.
Sponsors get one email to reach out to the readers of this blog. They are always companies that are part of the Zendesk ecosystem and in line with the content of this blog.
Since privacy is key, sponsors do not get access to names, email addresses or other personal information of my audience.