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/ About

Solving your Challenges

With unique enterprise-grade capabilities and solutions

Your success demands more than Zendesk’s solid foundation or even industry verticalization. It requires your competitive advantage to be built into every interaction. Differentiated Verticalization combines Zendesk, industry-specifics, and deep configurability, reflecting your unique business practices.

We're building on top of Zendesk to address every layer of your solution. Our templated solutions elevate you to industry-specific benchmarks, establishing a solid base in your sector. Our no-code configuration engines and integration capabilities then enable you to layer on your proprietary differentiation: your unique processes, data relationships, and customer touchpoints that set you apart.

Cloudset delivers what established providers cannot: the architectural framework that starts with industry excellence and scales to competitive advantage. Your industry expertise, combined with your unique value proposition, is realised by our platform capabilities. Join us in building service platforms that are both industry-native and uniquely yours.

Graham Robson

Founder & CEO

/ timeline

Impact timeline

2009

The Begining

Cloudset began as Coherence Design, providing Zendesk implementation consulting to organizations that needed expertise to get up and running quickly. Completing deployments in days revealed the critical patterns that separate successful Zendesk implementations from struggling ones.

2011

First App Arrives

Repeated client needs pointed to a gap: Zendesk's native configuration couldn't deliver the precise form and field control organizations required. We built Formset (nee Conditionality) to solve this, giving teams granular control over ticket classifications that wasn't previously possible.

2012

More Apps

Our second product, Performset, addressed another critical gap: advanced SLA management. While Zendesk's native SLA functionality covered basics, organizations with complex service commitments needed more. Zendesk recognized this and began referring us, a partnership that continues today.

2015-17

Scaling

Coherence Design fully rebranded as Cloudset and pivoted to a product-focused SaaS company. We launched Processes Pro as our first workflow automation product, while Performset continued to play a key role in winning several major Salesforce-to-Zendesk migrations.

2020-24

All Grownup

Processes Pro became Flowset, introducing visual process modelling and agent guidance for complete ticket lifecycle management. Early adopters immediately saw value in digitizing complex customer workflows. Our infrastructure investments also paid off with SOC 2 Type 2 certification.

2025

Expansion

The Cloudset platform took a major leap forward with our iPaaS integration, dramatically extending Flowset's workflow capabilities. Also, partnering with Sumsub for identity verification opened the door to purpose-built industry solutions, particularly in regulated sectors and standards driven orgnanizations.

Why choose us

Graham Robson

Founder & CEO

With over 30 years of diverse experience addressing inefficiencies in business workflows, particularly in Zendesk implementations. I founded Cloudset to address gaps in Zendesk’s native capabilities. My job is to lead Cloudset and envision the Cloudset products and solutions that make Zendesk even better

Alan Byrne

Engineering Director

With over 30 years of software engineering experience, I design and develop front-end and back-end information and workflow capabilities. Joining Cloudset from the early days provides the depth of Zendesk knowledge. My job is to lead the development and operational management of Cloudset products and solutions that enhance Zendesk's capabilities.

Middle-aged man with gray hair wearing a black blazer and smiling against a dark gray background.

Simon Pledger

Senior Software Engineer

With over 30 years of software development experience, I architect and develop the business logic and visualizations for the font-end systems. Joining Cloudset from the early days provides great insight on Zendesk interface works. My job is to develop the user interface interactions of the Cloudset products and solutions that enhance Zendesk's capabilities.

Vinny Locke

QA & Test Engineer

With over 7 years of experience in the software testing industry and 3 years with Cloudset, I seek out the edge cases and connect the dots to prevent issues. I’m on hand to hunt down and resolve any of your operational problems. My job is to system test and provide customer support for all the Cloudset products and solutions that enhance Zendesk's capabilities.

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Sara Liddle

Compliance Officer

With over 15 years of direct experience in the CX industry and over 3 years with Zendesk, I set up Cloudset’s business processes and technical compliance systems and achieved SOC2 Type 2 accreditation. My job is to ensure Cloudset maintains and excels in meeting its compliance systems.

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Vince Postill

Board Advisor

With over 30 years of experience in the technology industry in product management, sales development, and leadership, I got involved early in Cloudset’s journey, helping to advise and be a sounding board for the board. My job is to chair board meetings, review and advise on progress and risks, record actions, and hold accountable for completion.

Who helps us with your success

Network of trusted partners helping deliver and underpin the technical capabilities that Cloudset orchestrates with our own technology

Trusted Experts delivering your Solutions