Dr Logic (www.drlogic.com) is a one stop shop for Mac-based companies in London looking for IT services. It provides support, maintenance, project and consulting services as well as hardware, software, leased lines, phone systems, data backup, websites for its clients.
Dr Logic first started using Zendesk’s ticketing system back in 2015. Although happy with the product, Roman Marszalek, Dr Logic’s Owner and MD, felt that Zendesk’s built-in conditional fields were too limited. “We felt that we were having to choose between something that was too simple and didn't capture the information about the request well enough, or something that was going to be too complex to implement, and cumbersome to use,” said Roman.
As a result of an initial search of both the internet and the Zendesk App Marketplace, Roman contacted Coherence Design in July 2016 to find out how they and their CloudSET Solutions could help Dr Logic extend its Zendesk functionality and overcome its conditional fields’ limitations.
One of the solutions that CloudSET offered Dr Logic was CloudSET Conditionality, an app which allows a client’s Zendesk interface to hide unnecessary information until such a time as it becomes relevant. This is done by controlling the visibility of custom ticket, user, and organization fields and/or values within a custom field, depending upon the value selected on another field.
Roman continued: “CloudSET Conditionality is a very smart system and it has been a very powerful system for Dr Logic. It has allowed us to break free from previously rigid ways of thinking about field classification and move towards new ways that are more accurate and descriptive.
“For example, Dr Logic might supply a client with a power supply which could be the component of one of number of different devices (such as a server, telephone handset, laptop, network server, etc). Using CloudSET Conditionality, I can indicate that all these devices have a power supply and then tell the system that a power supply has a specific set of actions attached. Then when we are raising a ticket which includes one of these devices and we then choosing a power supply, these specific sets of actions will always appear no matter what device we select.”
The business benefits of CloudSET Conditionality
CloudSET Conditionality has been a real business asset for Dr Logic. Team members use the field classifications more. They find that the system is quicker and does not feel so laborious. Roman continues: “Because the classifications are more accurate and descriptive, when someone’s looking at a ticket it’s much easier for them to know right away, without having to read all the notes, what the ticket’s all about.”
“I would definitely recommend CloudSET Conditionality to anyone that has more than a very simple Zendesk setup. If you are already using conditional fields, it’s a no-brainer to move across to Conditionality.
“I feel that using CloudSET Conditionality would offer other businesses the same benefits as the ones we’ve seen at Dr Logic. We’ve been able to define things more clearly. Off the back of that we now have better reporting which, in turn, has allowed us to make more informed decisions on service improvement and pricing.”
For more information about CloudSET Conditionality and the benefits it can bring to your business, go to firstname.lastname@example.org