Mediaocean operates at the center of the advertising ecosystem. Its platforms - Prisma, Flashtalking, and Protected by Mediaocean - support more than 100,000 users and facilitate over $200 billion in annualized ad spend.
Behind those numbers is a large support operation spanning different locations, products, and acquired businesses. For the people handling customer issues every day, that scale created a practical challenge: how do you help agents find the right path without making them navigate a maze of irrelevant fields and categories?
The challenge
Mediaocean’s agents filed tickets across multiple product lines and locations, but the available classification system didn't reflect that complexity. Categories were applied inconsistently, making reporting less reliable and making it harder for leaders to see where teams needed more support or training.
Native Zendesk forms couldn’t provide the layered structure the team needed. To cover every possible scenario, agents would have had to work through long forms filled with fields that often had nothing to do with the customer in front of them.
Acquisitions added another layer. Each acquired business brought its own SLA commitments, sometimes backed by financial penalties. Tracking those obligations manually took time, invited errors, and pulled John Tieu, Information Architect, and the wider team away from more strategic work.
The goal was not simply to build a more sophisticated system; it was to make the experience calmer and clearer for users.
A simpler path for agents
Mediaocean introduced Formset and Performset from Cloudset’s Agent Navigation suite.
With Formset, the team built Navigation-aware forms around Ticket Classification Hierarchies. Instead of facing one long, flat list of fields, agents are guided through a series of choices based on the customer’s product, area, and location. Each answer narrows the path, so people see only what is relevant to the ticket they are working on.
That guidance can run five or six levels deep, but the complexity stays behind the scenes. For the agent, the experience is straightforward: answer the question in front of you, then move naturally to the next one.
The structure also gave Mediaocean room to evolve. When the team consolidated acquired product lines, it could hide outdated ticket groups without deleting them. Historical data remained intact, while current forms stayed clean and useful.
More confidence for leaders
Performset brought the same clarity to SLA management.
Mediaocean created customizable dashboards that bring compliance across acquired businesses into a single view. Each contract’s requirements are connected to the relevant ticket type and product line, giving leaders a clearer picture of where obligations stand and where attention may be needed.
Instead of gathering information from separate sources or maintaining complex manual processes, the team can monitor commitments proactively and trust the data in front of them.
The difference it made
More consistent ticket classification gave Mediaocean better management information across the support organization. Leaders could spot patterns, identify training opportunities, and surface product feedback that might otherwise have remained hidden in individual tickets. Client-facing teams could also use those insights to have better-informed conversations with customers.
For agents, the benefit was simpler: less time navigating systems, and more time helping people.
SLA management became less labor-intensive, too. Performset reduced the administrative burden of maintaining compliance data and gave leaders greater confidence in its accuracy. The team could spend less time tending the machinery and more time acting on what it revealed.
In John’s words
“We are big fans of making life easier for the agents so they can focus on more supporting customers and strategic areas initiatives. Using Performset & Formset from Cloudset helped make this happen. Everything happens behind the scenes, showing only what’s relevant, which makes it easier for agents.”
John Tieu, Information Architect
A system that supports the people using it
Mediaocean describes Formset and Performset as flexible, reliable tools that handle complexity quietly once configured. Cloudset’s ongoing support has helped the setup keep working as the organization changes.
The result is a people-centered system: agents get a clearer path through each ticket, leaders get a more trustworthy view of performance, and the whole support team has more space to focus on customers.
