/ Formset
Context Engineering: Adaptive & Accurate Field Data
Forms that adapt to you
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Provide those involved in ticket resolutions with the methods to work more efficiently and accurately with ticket field data.
/ Feature
User Form Navigation
Reduce cognitive load by displaying only the relevant fields at the right time. Dynamic forms guide users through the ticket lifecycle, showing what's needed and hiding what's not.
Key capabilities:
Key capabilities:
Lifecycle-aware fields - Display and validate fields only when needed during ticket creation and updates
Progressive guidance - Diagnostic-style navigation that reveals fields step-by-step based on context
Organizational controls - Configure what information is exposed at the organization level
/ Feature
Form Rules Design
For managers and process owners, rules design is business logic. Design sophisticated field display rules without code. Control exactly which fields appear based on context, ensuring users see only relevant questions with valid value combinations.
Key capabilities:
Key capabilities:
Flexible conditional logic - Define simple or complex rules to show or hide individual fields or field groups, including custom field option values
Smart validation controls - Set mandatory fields globally or fine-tune requirements at a granular level
Deploy anywhere - Apply rules across agent workspaces, user/organization profiles, and Help Center submission forms
/ Feature
Form Rules Management
Complex rules shouldn't mean lost clarity. An intuitive interface pairs powerful conditional logic with visualization tools that show exactly how rules impact your system.
Key capabilities:
Key capabilities:
Pre-deployment testing - Simulate rules and rule combinations before going live to catch issues early
Rule impact tracing - Trace any field's visibility back to the specific rules controlling it
Emergency controls - Instantly enable or disable rules if operational issues arise
/ CAPABILITY
Data Fidelity & Reporting
For admins, managers, and process owners, accurate ticket data is essential. Eliminate the hidden costs of misclassified and under-classified tickets through guided forms that ensure data quality from the start.
The impact:
The impact:
Faster issue resolution - Agents instantly understand ticket context without deciphering incomplete data
Simplified workflows - Clear field hierarchies reduce complexity and improve data consistency
Actionable insights - Clean data reveals true customer pain points and agent performance patterns
What CAN IT DO?
Common Form Use Cases
Examples of the types on Navigation Forms that can be built with Formset.
Ticket Classification Hierarchies
Guide users to accurate ticket classification through progressive field navigation. Each selection narrows the next set of options, ensuring precision while reflecting real-world product hierarchies and organizational structures.
How it works:
How it works:
- Parent-child logic - Top-level field selections determine which fields appear next and limit available options based on the hierarchy.
- Flexible conditions - Combine AND/OR logic to create the exact level of control you need.
- Granular mandatory control - Define either global or rule based mandatory field controls.
Diagnostics and Escalations
Turn questions into intelligent navigation that helps requesters and agents gather the right information quickly. Collect all relevant details before escalation, reducing back-and-forth and speeding resolution.
How it works:
How it works:
- Question-based navigation - Each answer determines which questions appear next, creating a guided path to complete context.
- Flexible logic - Combine AND/OR conditions to control question flow with precision.
- Escalation checkpoints - Enforce mandatory questions at the point of escalation to ensure nothing is missed.
Need to Know or Control Data Masking
Control what users see and edit based on their role. Declutter interfaces by hiding irrelevant fields while protecting sensitive data with read-only access, all configurable across custom fields in tickets, users, and organizations.
Key capabilities:
Key capabilities:
- Role-based controls - Use agent groups or roles to determine field visibility.
- Universal application - Apply rules to ticket, user, and organization custom fields.
- Read-only mode - Display field values without allowing edits to preserve data integrity.
/ metrics
Achievable Form Impacts
Expect to achieve a broad set of business and customer impacts.
+90%
Ticket classification accuracy.
-10%
Reduction in average ticket resolution time due to efficiencies.
+20%
Increase in CSAT due to being asked relevant questions and receiving quicker answers.
/ testimonials
B2B & B2C teams love using Formset - it Shows
/ 01
Formset is a very powerful app that allows me to control what fields and field choices are shown to agents for ticket categorization. This allows me to have more accurate ticket categorization and not have to spend time reviewing tickets for accuracy. The configuration is intuitive and even provides a small sandbox test area you can see how your changes will impact the forms before saving
Spencer Hutton
Help Desk Manager
David Weekley Homes
David Weekley Homes
/ 02
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.
Kevin Lawrence
Customer Success Manager
Planful
Planful
/ 03
In my opinion, Cloudset's Formset adds abilities that all 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.
It’s a system that we rely on to maintain and improve our customer satisfaction levels globally.
Ikey Juster
Customer Service Infrastructure Manager
Sodastream
Sodastream
/ 04
Flowis helped us go from scattered spreadsheets to a clean, centralized sales process. Our reps adopted it in days—no training, no pushback.
Leah Torres
Sales Director, BrightLedger
/ 05
With Flowis, we finally have a CRM that supports how we sell—not the other way around. Forecasting and reporting are now instant and accurate.
Greg Sumner
CRO, NovaStack
/ pricing
Reassuringly High-value
Get serious work done, quickly, efficiently, and accurately.
Per agent // per month
$8
Deployable to all or specific agenct groups
Self-service plus customer support.
/ 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 Formset
Does this replace my Zendesk fields?
No. Formset works with all your existing Zendesk fields, current and future. It's a visibility layer that sits on top of your Zendesk configuration, not a replacement.
Your native Zendesk field settings, including field changes and ordering, remain under the control of your standard Zendesk admin screens.
Is this a hack?
No. Formset uses Zendesk's official Application Framework (ZAF) API to control field visibility and values. This is a secure, supported integration method provided by Zendesk.
Cloudset is a Qualified Zendesk App Partner with full SOC 2 Type II certification.
What could go wrong?
In rare cases, Zendesk may experience temporary operational issues that affect Formset's ability to hide fields or apply rules. In the worst case, this could prevent ticket updates.
If this happens, simply use the Formset kill switch to disable the visibility rules. All fields will become visible, but you'll be able to continue processing tickets normally.
These scenarios are rare and temporary.
Why are all agents required to be licensed?
Typically, yes. Unlicensed agents will see all fields at all times.
However, if your field visibility rules are limited to specific Zendesk Forms assigned to particular agent groups, you can restrict Formset licensing to just those groups.
/ Get Started
Context Engineering:
Adaptive & Accurate Field Data
with Formset for navigatable Forms that adapt to you
Start a 14-day trial today
Start a 14-day trial today
