To reduce complexity and increase convenience, CloudSET Apps are packages into packs, consisting of several Apps that represent tiered levels of functionality and value. The Basic Pack covers the most popular essentials, whilst the Advanced Pack steps things along in regard of the sophistication of support processes that can be achieved. The Premier Pack is at the pinnacle of what can be accomplished with standalone Apps.
A number of CloudSET Apps can span user interface types, such as Agent and Help Center, although the Zendesk Apps Framework isn't available on Zendesk mobile devices.
The CloudSET Framework is used to deploy, upgrade, and access App Configuration Tools, together with supporting help documentation.
Of nearly equal importance as the actual App functionality, are the CloudSET Configuration Tools that really make CloudSET stand-out. In the purest sense an App is a customization, which may have many connotations, and even concerns. However, if coupled with a business level interface for configuring the App, 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 Apps; an opportunity to see them used in context and a great basis for training and handover such 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, 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 life-cycles, 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.