Formset™

In my opinion, Cloudset's Formset adds abilities that all CRMs\service applications must-have. We now have comprehensive rule sets that address the lack of Zendesk’s ability to make dependencies between fields all of which drive our Customer Service business.

It’s a system that we rely on to maintain and improve our customer satisfaction levels globally.

Formset conditionality feels particularly useful given the context of my company using Zendesk in a number of fairly different work-flows.

In our complex environment, it’s hard with the native set up to stay in control of the implication of changes (and new functionality) but the Cloudset-package makes this not only possible but in most cases easy to handle.

I would highlight the ability to manage field-selection-dependencies as the standout functionality, alongside the truly practical “hide” feature. Also worth mentioning is the great strength that you are not limited by a fixed starting point, but can customize the setup with more or less any “qualifier” as the base of a ruleset/logic/flow.

Formset conditionality has helped our organization and our 3rd party helpdesk always ensure that the correct ticket field values are presented for selection at the appropriate time.

The condition-based logic in Cloudset is much more robust than what Zendesk offers, and our data/reporting is much more accurate because of this.

We have been using Cloudset Formset for a number of years now and couldn't go without it. Out of the box, Zendesk is simply not customisable enough for our needs.

CloudSet is a collection of all the features you wished Zendesk had: nested views & condition-based field visibility and has allowed us to supercharge our Zendesk instance into a powerful CRM system with a streamlined agent UI that only shows what is needed.

I recently took over managing our Zendesk help center. We have been using Formset for a long time and it was so transparent I didn't know all that it was doing. We added a new group to our Zendesk system and found that some of the required fields were not available so tickets could be closed. I turned off Conditionality so all fields would appear and was contacted by support the next morning asking if everything was okay. I was astounded by the proactiveness of Cloudset. I explained the situation and was promptly directed to what changes were needed to have the fields and conditions set for the new group.

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.

We selected Formset from Cloudset to run in our Zendesk to better manage the content presented to our Agents. We found by using Formset we were able to quickly amend the forms used by our Agents to accurately reflect the agent's working practices and only present fields that were necessary to gather the data we are required to.

This saves us considerable time when onboarding staff and ensures data accuracy.

An additional benefit is that conditionality is much more configurable than the native Zendesk conditional fields.

When we implemented Zendesk as our new help center, Cloudset brought us structure, agility, and freedom when eventual modifications are needed. Furthermore, the support has always been very punctual and effective.

We are very pleased with Cloudset's quality and expertise.