Performset™

Kemp Support uses Cloudset’s Perfomset, Formset, and Systemset apps within Zendesk. Their apps have allowed us to get the most out of our Zendesk implementation. Where other apps have fallen short of the features that we require, Cloudset has been there to fill that gap. Not only do they have solid products, but they also have solid support. They have gone out of their way to make sure that we understand their product’s features and ensure that we have the knowledge to be self-serving.

Rarely do we have issues but Cloudset has always been very responsive to our support requests, no matter how trivial.

Confidence is big and Cloudset gives our Zendesk admins the confidence to focus on our engineers and our customers.

We are using Cloudset’s Performset, Formset, and Systemset tools within Zendesk. These products have helped us customise Zendesk to match our business needs, and as such have been able to use Zendesk in a way that suits us better than the 'out of the box' functionalities that Zendesk offers.

Performset allows us to keep our commitments to our internal and external customers whilst Formset Conditionality and Systemset allow us to mask complexity from our agents ensuring our data is accurate and clean thereby reducing unnecessary cost.

We had a business problem, that as we grew as a company to multiple countries in the world, we found ourselves with multiple different SLA’s for our customers over multiple time zones.

Performset allowed us to granularly manage the SLA’s down to a client and region setting giving us insights into managing the customers SLA’s with real-time monitoring and alerting.

This also allowed us to accurately report on SLA activity for each of our clients.

The Performset tools have been instrumental for us in overcoming the challenges of tailoring SLAs to suit departments and customers working in several different regions and time zones around the world.

They greatly improve upon the built-in capabilities of the vanilla Zendesk experience and allow for greater flexibility when customizing an SLA to match your client's needs.

The on-boarding process was made smooth and efficient by an experienced and friendly Coherence Design team.

Cloudset was recommended to our business by another software provider at a Zendesk expo. The Cloudset team was exceptional from the sales process, implementation, and post-go-live support. The team understood our business, our challenges, and helped us make the best practice decisions during the implementation.

After install the Cloudset solution allowed us to report back on a client by client basis no matter the location in the world. With a click of a button, all reports are generated using the metrics from the application. This took a massive admin burden away from the team.

The tool has also provided operational improvements by ensuring we do not miss our SLAs due to the alerting mechanisms in place. Since installing the solution our target response and resolutions times are >99%.