Flowset™App

Are your Zendesk Workflows powerful enough?

Overcome absent, limited, hidden, and confusing workflow logic to achieve transformative agent experience and customer experience.

Harness the power of our visual Workflow Engine and Agent Assistant to dynamically guide your agents through complex ticket resolutions.

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Workflow Engine Powered

Efficient, Guided, Consistent, and Agile

Dynamically guide Agents to help them work quicker, more accurately, and more empowered

Guide agents using a workflow engine to streamline and improve ticket handling performance

Embed processes directly at the point of need to solve accuracy, quality, and compliance issues

Help agents using contextualisation to gain focus, confidence, and clarity

Amplify Zendesk for greater agility, productivity, accountability, and innovation

Systemise processes to increase productivity, quality, consistency, compliance, and quicker agent onboarding

Adopt better design and management practices with no-code tools to improve agility and scalability

Add advanced workflow capabilities to fill functional gaps and foster innovation

BREATH, DEPTH, AND RICHNESS

Complex workflow processes

Model your own workflow processes and directly configure activity properties and transitions to implement controlled actions.

01.

Linear activity sequences

02.

Multi-path activity splits and joins

03.

Parallel activities as sub-tickets

04.

Combining parallel and sequential activities

05.

Decompose activities into sub-activities

06.

Check list tasks within activities

VISIBILITY

Workflow assistant

Answer the question of where am I in this process, what is needed to complete this stage of activity, and in doing so, where can or does this go next.

01.

Agent guidance and control

02.

Interactive functions and navigation

03.

Rich inline process documentation and process map

04.

Seamless Zendesk UX

PRECISION AND TRANSPARENCY

Workflow interactive conditions & actions

Reimagining tigger conditions to make them interactive in the agent experience and process centric. Actions are process defined, data driven, and interactive in the agent experience.

01.

Multiple start points data conditions

02.

Activity pre and completion data conditions

03.

Activity transition data conditions

04.

Set data field action and form selection

05.

Set group(s) actions

06.

Copy data fields to sub-tickets action

ACCELERATION

Workflow macros

The right macro at the right time in the workflow processes. Save time, ensure accuracy, and promote consistency.

01.

Anchored to the current activity

02.

Flexible reuse across the workflow process

03.

Rich text comments with macro switching clean-up

04.

Set data field, forms, and groups

05.

Set transition choices to support one-clicks

CONTROL WITH INVOLVEMENT

Workflow permissions

Locking down the workflow process whilst also supporting all agent's involvement.

01.

Preventing and setting the ticket solve status on completion

02.

Control which agent groups can work on the ticket

03.

Control who can transition between distinct activities

04.

Allows descoped agent groups to comment only

FINESSE

Living with Flowset™

Not only delivering the user experience in a seamless way, but also supporting administration set-up and change management

Flexibility

Non prescriptive by nature, there is freedom to implement processes that best suite your needs.

Visibility and Maintainability

See much more of your configuration together, not one-business rule-at-a-time. Flowset delivers much higher levels of maintainability.

Controlability

Stop tickets escaping the workflow, which could cause delays, inaccuracy, and increase costs.

SYSTEM WIDE

Integration

Lies at the heart of the Cloudset Framework™

Across Cloudset Apps

Non-prescriptive by nature, there is freedom to implement processes that best suite your needs.

Zendesk

Non-prescriptive by nature, there is freedom to implement processes that best suite your needs.

Third-party Applications

Non-prescriptive by nature, there is freedom to implement processes that best suite your needs.