ModulesModules is a term Coherence uses to describe a CloudSET capability that typically enables extensions to include elements of background business logic and that blend together native Zebdesk capabilities, CloudSET Apps, and CloudSET Web Services to support specific business functions.
This all made possible by Zendesk's Business Rules Engine, Targets (web hooks), and REST (JSON) API. It means that we can detect events and delegate complex functions to run externally and integrate it back into Zendesk and other 3rd party services.
Examples include CloudSET SLA Management (sophisticated timers) and the CloudSET Faceted Knowledge Base (multi-classification & navigation of content).
Of nearly equal importance as the actual Module functionality, are the CloudSET Configuration Tools that really make CloudSET stand-out. In the purest sense a Module is a customization, which may have many connotations, and even concerns. However, if coupled with a business level interface for configuring the Module, it can effectively be seen as an almost native Zendesk feature. Coherence certainly go to a lot of trouble to make the UI as Zendesk-like as possible in both look, feel and with beautiful simplicity.
Coherence implementation projects often make extensive use of CloudSET Modules; an opportunity to see them used in context and a great basis for training and handover, so that solutions can be easily changed to meet the ongoing needs of the business.
With the right technical skills, knowledge of Zendesk, and the Zendesk enabling architecture/API, Zendesk provide a compelling way to add your own functionality. As such, the issue isn't necessarily the lack of means to build an App, but one of assurance that it can stay operational and evolve to meet your business needs.
All CloudSET capabilities make their own mini product lifecycles, covering maintenance and enhancements. Maintenance covers both the CloudSET App itself and its dependencies on the Zendesk App architecture. Enhancements can include minor and significant improvements to the scope of the App. The move from Classic Widgets to New Zendesk Apps, was all done under the banner of maintenance.