Product Badge Formset

Formset

Advanced Conditionality for Zendesk®

[formally CloudSET Conditionality]

Ask the right questions, capture the right data. Conditional display of fields or sets of field values to end-users and agents.

Good Company

CONTEXTUAL SHAPING

Smart forms and cascading fields

Declutter ticket creation and editing interfaces to achieve contextual driven data capture to improve accuracy and engagement

Conditionality Configuration

PRECISION

Complex conditional fields

Define complex display rules using all the Zendesk native field types and auxiliary Cloudset concepts.

01.

Forms with multiple fields combinations

02.

Infinite levels of cascading conditional field display

03.

Custom and system driving fields

04.

Organization and user fields to support need-to-know

05.

AND/OR driving field control logic rules

06.

Simulator test tool before release

07.

Analysis tool to see which rule is controlling visability

SMARTNESS

Dependant value fields

Get really smart by sub-setting drop-down fields to only show relevant field option values for specific contexts.

 
01.

Control which field option values to show

02.

Only one super-set field required

03.

Avoid illogical data combinations

Dependant Value Fields
User Conditionality

Scope

People fields

For either de-cluttering the interface or applying more sensitive need-to-know information.

01.

User and organization fields

02.

Forms and further cascading levels

03.

Drive from custom fields

04.

Drive from agent group memberships or enterprise roles

05.

AND/OR driving field control logic rules

ACCURACY

Mandatory fields

Ensure data quality by enforcing the setting of fields if they are exposed by conditional field control.

01.

Mandatory on create, update, or solve

02.

Only applies if the field is exposed

03.

Applies globally to field

04.

Use in place of native agent required field

05.

UX the same as native required fields

Formset Mandatory
Formset WaaS

Reach

Embeddable widget

Incorporate field conditional display logic in a Cloudset equivalent to the Zendesk widget.

01.

Supports Cloudset field conditionality

02.

Support for native Zendesk forms and brands

03.

Supports attachments

04.

Help center and/or external deployment

05.

UI customizable to fit branding

06.

Performance cache and auto-deploy of changes

FINESSE

Living with Formset™

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

simulator-testing

Simulator Testing

Check conditional rules in agent and customer interfaces before you make them live.

tracability

Traceability

Trace back from the field perspective to see which rules are controlling visibility.

seamless-fit

Seamless

Runs in the background, you'd not be able to tell it wasn't a native capability

OPINIONs

Worth knowing


Ikey Juster

Customer Service Infrastructure Manager

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.

Tore Soreheim

Application Manager

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.

Nick Scotto

Technical Lead

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.

Shane O'Sullivan

Managing Director

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.

Kevin Lawrence

Customer Liaison Manager

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.

Louis Borocki

Change Management Coordinator

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.

Bruna Fernandesuinn

Quality Analyst

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.

SYSTEM WIDE

Integration

Lies at the heart of the Cloudset Framework

cloudset-apps

Across Cloudset Apps

Global changes with Systemset™ are reflected in the configuration interface, including the ability to take advantage of the Cloudset Roles Engine™

zendesk-cloudapp

Zendesk

Operates on both the Zendesk support agent interface and the Zendesk Guide end-user submit form.

third-party

Third-party Applications

Just like Zendesk's native Widget, you can include the CloudSET Widget on your own web property.

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