CloudSET's Tailoring App supports a range of modifications that fundamentally extends or restrict core ticketing, and user/orgs functionality, at the global level. It provides an foundation layer on top of Zendesk's native base for the other CloudSET Apps, or alone in it's own right.
The three core system fields for Status, Priority, and Type, can be effectively replaced by custom equivalents, beyond just renaming, to extending the concepts. An important aspect of this is to sync/map these custom concepts with the true Zendesk system fields. This ensures that little richness of Zendesk functionality is lost.
Selected ticket, user, and organization fields can be hidden completely, or hidden when empty. These capabilities can be used where processes take care of using these as control fields, but benefit from being hidden from users because they provide no direct obvious benefit to the user, indeed, they remove clutter.
Ticket custom fields are powerful, but lack the richness of detecting changes to custom field values that system values do. Basic support for detecting a change is supported by means of tagging. This can form an important aspect of implementing more complex workflows.
Whilst only Zendesk Enterprise Plans provide agent roles, these are orientated towards feature permission levels to support administration delegation, they can’t directly be used as conditions for workflow processes. CloudSET Roles, provides a way to define roles that can assigned set’s of Groups for Agents or Organisations for End-users. This enables other CloudSET Apps the ability to leverage roles to support more complex workflow processes.
- This capability is not part of the previous generation a CloudSET Apps Packs. Whilst Basic & Advanced CloudSET Apps Packs aren't sold anymore, CloudSET Apps packs will continue to work, be reconfigured on Zendesk, and will still be maintained by Coherence Design. Upgrades and migration paths will be offered to existing CloudSET App Pack customers wishing to move to take advantages of richer and consolidated functionality offered by CloudSET Conditionality.
- Support for Zendesk Mobile Devices or Zendesk Widgets is not architecturally possible
- The CloudSET Framework, and in particular the configuration tools require API access to your Zendesk, via Zendesk's secure OAuth mechanism, which can be revoked at any time from the Owner's account security setting.
- The CloudSET Conditionality App is available for FREE on all Zendesk sandbox accounts to enable evaluation and ongoing testing, and a FREE 30 day trial on production accounts.