/ Flowset
Work Engineering: Navigation Maps
When consistency isn't optional.
Agent Navigation for Zendesk
Strategic design to operational navigation. From complex processes to guided Navigation Maps.
Agent Navigation for Zendesk
Strategic design to operational navigation. From complex processes to guided Navigation Maps.
Guidance that ensures.
Agent Navigation for workflows where compliance must be guaranteed, not just encouraged.
Agent Navigation for workflows where compliance must be guaranteed, not just encouraged.
/ Capability
Strategic Navigation Map Design
The AI moment has made agent guidance essential, but not all guidance is created equal. For complex, regulated, or mission-critical workflows, suggestions aren't enough. You need gated control to capture and complete.
Navigation Maps let process owners design the paths agents follow, encoding compliance requirements, best practices, and business logic directly into the workflow structure. This is declarative design: the system becomes the process.
No more relying on agents to interpret documentation or remember training. Build the route once based on policy and compliance standards, then deploy that structure across every case.
Navigation Maps let process owners design the paths agents follow, encoding compliance requirements, best practices, and business logic directly into the workflow structure. This is declarative design: the system becomes the process.
No more relying on agents to interpret documentation or remember training. Build the route once based on policy and compliance standards, then deploy that structure across every case.
Drag-and-drop shapes and set properties in a no-code environment
Business logic to determine pathways and check data entry
Single-step, multi-step, and parallel steps to cover full ticket lifecycles
/ CAPABILITY
Operational Agent Navigation Maps
Think GPS, not an instruction manual. When agents open a ticket, they know exactly what to do next. No hunting for macros, no compliance guesswork.
Interactive decision trees guide them step-by-step through actions. The system ensures nothing is missed and prevents progression until validation requirements are met. Agents move through complex workflows with confidence because compliance is built into every step.
Interactive decision trees guide them step-by-step through actions. The system ensures nothing is missed and prevents progression until validation requirements are met. Agents move through complex workflows with confidence because compliance is built into every step.
Current step focused on what and how to progress
Interactive decision trees to guide diagnostics
Mandatory data capture and contextual guidance notes
/ Capability
Integration
Navigation Maps execute end-to-end workflows by connecting to internal and external data sources. Read and write across systems seamlessly so your processes run with both speed and accuracy.
Zendesk ticket, user, and organization data
External data sources via emebeed integration services
External micro-services for specialized processing with trusted third parties
/ Capability
Management
Business needs evolve. Feedback surfaces improvements. Your Navigation Maps adapt continuously with no costly development support. Control stays with the business, where it belongs.
Start with pre-built Solution Navigation Maps, template patterns, or start from scratch
Evolve and test drafts before releasing to production
Business teams manage process responsibilities for maximum flexibility
What can it do?
Common Mapping Use Cases
Where detail outpaces narrated guidance to provide detailed Navigation Maps to meet your exact processes.
HR & Customer Onboarding
First impressions matter. Each onboarding journey involves multiple stakeholders, dependencies, and context-specific workflows. When coordination breaks down, you need the ability to course-correct immediately. Navigation Maps ensure agents follow the required path every time.
- Broad and deep ticket lifecycle management
- Spawn multiple sub-tickets and then rejoin at the right point to accelerate progress.
- Apply business logic to ensure each Activity is fully completed before proceeding to the next.
Change Management & Approvals
Real change management happens outside of checklists. Support teams need clarity on necessary actions, proper approval workflows, explicit ownership, and audit trails for compliance. Navigation Maps handle the complexity of regulated change processes.
- Detailed capture forms ensuring essential data is collected
- Context-driven approvals inside and outside the organization
- Complete and measurable audit trails
Diagnostic Troubleshooting or Advising
Incomplete information leads to bad solutions. Guide agents to ask the right questions upfront, revealing answers that lead to accurate, efficient resolutions. Structure decisions proactively with complete visibility into what was decided, why, and what happened next.
- Data-driven business logic for accuracy and consistency
- Multiple paths and tailored resolutions
- Delegate decisions to empower agents to resolve safely and quickly
/ metrics
Achievable Mapping Impacts
The results of moving from suggestion to full lifecycle guidance.
+40%
Capacity increase from faster, more accurate processing
-80%
Risk reduction due to repeatability and auditability
+30%
Customer satisfaction from being heard and getting needed outcomes
/ testimonials
B2B & B2C teams love using Flowset - it Shows
/ 01
The Flowset app has been an absolute game-changer for us! We have several complex onboarding and support processes that involve multiple agents coordinating multiple activities. Each activity might have prerequisites, might need to be performed in a specific order, or to be efficient, some must be executed in parallel.
Tod Turner
CEO - Intercept Music
/ 02
We use Flowset for our entire on and offboarding process that guides agents in the entire process, send automated emails to other parties when a new joiner arrives, make sure all stakeholders perform the tasks they need to do before closing tickets, and that all from creating just one main ticket. I would absolutely recommend this app to create simple or complex workflows to make the work of your agents easier.
Toon De Jonghe
Service Delivery, PwC Belgium
/ 03
One of the standout achievements of Flowset was developing a method to manage approvers, even with Light agents, which significantly streamlined our workflow. Cloudset has proven to be an excellent partner in our journey toward more efficient operations.
Patti Cavlovic
Business Process Manager - Fox World Travel
/ pricing
Reassuringly High-value
Serious capability for mission-critical work, delivered quickly, efficiently, and accurately.
Per agent // per month
$14
Deployable to all agents or agent groups
Plus any optional integration and micro-services based on committed credits and overage charges.
/ FAQ
Everything you need to Know - Upfront
From setup to support and pricing, here are quick answers to the most common questions we get from teams considering Flowset
Does this replace anything in Zendesk?
No. It's an augmentation and extension to Zendesk. It's an app visible in the Zendesk workspace right-hand app tray.
Configuration dependent, it can set Zendesk field data and restrict ticket field setting, where it is desirable to do.
Does this run entirely within Zendesk?
No. Flowset is supported by workflow engine implemented with web services that execute the navigation maps designs.
What could go wrong?
In rare cases, Zendesk may experience temporary operational issues that affect Flowset's ability to hide fields or apply rules. In the worst case, this could prevent ticket updates.
If this happens, simply use the Flowset kill switch to disable the app.
These scenarios are rare and temporary.
Why do you need API access to Zendesk?
The Cloudset Framework, specifically the configuration tools, require API access to your Zendesk, via Zendesk's secure OAuth mechanism. This is revocable at any time from the Zendesk admin account used to install the app, via the user security setting tab.
Flowset only persistently stores outside of Zendesk, Field ID's, Field Option Value ID's, Group ID's Form ID's, and Brand ID's, along with the admin account holder email and granted OAuth token. Transmission of this data is over https, and all data stored is encrypted at rest. The only other use of the REST API is to look-up ID values to display in the configuration tool.
Configuration dependant, Flowset set's fields, much in the same way as Zendesk Triggers and Macros. It uses the Zendesk REST API.
Security management is governed by Cloudset SOC2 Type 2 compliance provisions.
Do all agents need to be licensed?
No. Flowset can be restricted to only the agent groups that require Navigation Maps.
/ Get Started
Work Engineering:
Navigation Maps
Let guidance guarantee compliance with Flowset
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Start a 14-day trial today
