Product Badge Systemset

Systemset

Customization for Zendesk®

[formally CloudSET Tailoring]

Extend or restrict core Zendesk concepts to tailor Zendesk to your exact needs.

Good Company

GLOBALLY SHAPE

Elevates Zendesk's foundational concepts

Provides a foundation layer on top of Zendesk's native base for the other Cloudset Apps or standalone, in its own right.

Custom System Fields

Extend

Custom system fields

Move beyond fixed terminology or quantity of the main Zendesk system fields without loss of their special features.

01.

Status, Type, Priority system fields

02.

Maps and sync's back to true systems fields

03.

Mapped incidents display problem field

04.

Mapped tasks display date field

RESTRICT

Globally hide fields

Not all fields need to be exposed, indeed they can cause clutter and can be undesirable to expose if they contain system control data or redundant data.

01.

Ticket fields

02.

Organization and User Fields

03.

Default not hide or always hide

04.

Hide when empty where data is filled by another process

05.

Integrated with Formset to aid explain interoperability

Systemset - Hide Fields
Systemset Roles Engine

ABRACTATION

Custom Roles Engine™

Roles provide an abstraction between people and business rules, making business processes easier to design and maintain.

01.

Define custom role types

02.

Define rules to map roles to people colllections

03.

Reuse groups, native enterprise roles, or delegate

04.

Nominate business configurators to delegate to

05.

Business level configuration of people to roles

06.

User visibility of what roles they have and where used

COMMUNICATE

End-user views

Move beyond a fixed and narrow set of columns displayed in ticket listings to end-users in Zendesk Guide. Choose to add more richness. Offer generically or customize to specific high-worth customers.

01.

Define different customer views queries

02.

Configure which fields to show in each view

03.

Use custom roles to restrict who sees the custom views

04.

Enhanced Zendesk UX in Help Center

05.

Filters for field types

06.

CSV export of customer views

Systemset - EUV-1
Systemset - Changed Fields

SUPPLEMENT

Custom field change detector

Provides the basis for writing Zendesk business rules that can act with the same richness of business logic as system field conditions.

01.

Client-side detection

02.

Adds tags for setting, changes, and clears

03.

Incorporate in triggers to consume and negate

FINESSE

Living with Systemset™

Not only delivering the user experience in a seamless way, but also supporting administration set-up and change management.

extend

Extensibility

A toolkit of capabilities that adds an integrated level of customization to fixed concepts in native Zendesk.

control-process

Maintainability

Business level configuration tools clearly show what customizations have been applied and easy, no-code, methods to change them.

seamless-fit

Seamless

Runs in the background, you'd not be able to tell it wasn't a native capability

OPINIONS

Worth knowing


Kristin Bouveng

Client Services Manager

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.

Justin Federico

Director, Global Support and services

Kemp Support uses Performset, 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.

SYSTEM WIDE

Integration

Lies at the heart of the Cloudset Framework

cloudset-apps

Across Cloudset Apps

Non-prescriptive by nature, there is freedom to implement processes that best suite your needs.

zendesk-cloudapp

Zendesk

Non-prescriptive by nature, there is freedom to implement processes that best suite your needs.

third-party

Third-party Applications

Non-prescriptive by nature, there is freedom to implement processes that best suite your needs.

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