CloudSET's Conditionality App controls the visibility of custom ticket, user, and organization fields and/or values within a custom field, depending upon the value selected on another field (custom, system, brand, forms, or group). This extended business logic can be applied to both the agent and end-user interface's.
Conditionality can be applied in parallel to implemented conditional forms, and/or individually with unlimited cascade levels. Mandatory behaviour, including immediate or when solving choices, is enforced based on visibility of fields exposed by conditionality.
Conditionality is also implemented on the Zendesk Help Center, by means of a dynamically implemented CloudSET widget, which only requires a one-time snippet code deployment. Changes in configuration are instantly implemented. To support differences between agent & end-user experiences, specific ticket field values can also be excluded from the custom fields on Help Center ticket form(s).
Advanced configuration tools enables easily set-up and changes the conditional settings. This includes defining conditional rules, the rules grouping, and positioning to aid better management. A browse facility provides a way to see which fields are controlling and which are controlled, and tracing back to which rules employ them.
A simulator tool enables pre-deployment testing to see how your conditionality rules will get applied, and which rules are being used.
The CloudSET Framework is included on all accounts. This provides a hub for all CloudSET purchased Apps, with access to Help Center integration services, and billing management.
- 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.
- User/Organization custom fields currently, can only support conditional display, and not dependent value sub-setting; nor do they lend themselves to mandatory field setting.
- 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.