[formally CloudSET Tailoring]
Extend or restrict core Zendesk concepts to tailor Zendesk to your exact needs.
Move beyond fixed terminology or quantity of the main Zendesk system fields without loss of their special features.
Status, Type, Priority system fields
Maps and sync's back to true systems fields
Mapped incidents display problem field
Mapped tasks display date field
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.
Ticket fields
Organization and User Fields
Default not hide or always hide
Hide when empty where data is filled by another process
Integrated with Formset to aid explain interoperability
Roles provide an abstraction between people and business rules, making business processes easier to design and maintain.
Define custom role types
Define rules to map roles to people colllections
Reuse groups, native enterprise roles, or delegate
Nominate business configurators to delegate to
Business level configuration of people to roles
User visibility of what roles they have and where used
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.
Define different customer views queries
Configure which fields to show in each view
Use custom roles to restrict who sees the custom views
Enhanced Zendesk UX in Help Center
Filters for field types
CSV export of customer views
Provides the basis for writing Zendesk business rules that can act with the same richness of business logic as system field conditions.
Client-side detection
Adds tags for setting, changes, and clears
Incorporate in triggers to consume and negate
Not only delivering the user experience in a seamless way, but also supporting administration set-up and change management.
A toolkit of capabilities that adds an integrated level of customization to fixed concepts in native Zendesk.
Business level configuration tools clearly show what customizations have been applied and easy, no-code, methods to change them.
Runs in the background, you'd not be able to tell it wasn't a native capability
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.
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.
Lies at the heart of the Cloudset Framework™
Non-prescriptive by nature, there is freedom to implement processes that best suite your needs.
Non-prescriptive by nature, there is freedom to implement processes that best suite your needs.
Non-prescriptive by nature, there is freedom to implement processes that best suite your needs.