We are using Cloudset’s Performset, Formset, and Systemset apps for Zendesk. These products have helped us customize 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 enables SLA Management that allows us to keep our commitments to our internal and external customers, whilst Formset's conditionality and Systemset allow us to mask complexity from our agents ensuring our data is accurate and clean thereby reducing unnecessary cost.

The Cloudset's Performset has 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 Cloudset team.

We have been using Cloudset Formset for a number of years now and couldn't go without it. Out of the box, Zendesk is simply not customizable enough for our needs. Cloudset is a collection of all the features you wished Zendesk had: nested views & condition-based field visibility and has allowed us to supercharge our Zendesk instance into a powerful CRM system with a streamlined agent UI that only shows what is needed.

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. Cloudest 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.

I recently took over managing our Zendesk Help Center. We have been using Formset for a long time and it was so transparent I didn't know all that it was doing. We added a new group to our Zendesk system and found that some of the required fields were not available so tickets could be closed. I turned off Formset so all fields would appear and was contacted by Cloudset Support the next morning asking if everything was okay. I was astounded by the proactiveness of Cloudset. I explained the situation and was promptly directed to what changes were needed to have the fields and conditions set for the new group. I'm very impressed with the support and proactiveness of Cloudset and would highly recommend it to anyone wanting to make forms simpler for Agents and customers alike.

The Flowset app has been an absolute game-changer for us!

We have several complex onboarding and support processes that involve multiple agents coordinating multiple activities. Each activity might have prerequisites, might need to be performed in a specific order, or to be efficient, some must be executed in parallel. As advanced users of Zendesk know, implementing complex workflows and keeping track of where you are in the process is not trivial to implement or maintain right out of the box.

 "Keeping things simple allows us to deliver the best customer service. A better experience for agents results in greater customer satisfaction. Formset allows us to keep things simple. The agent’s experience correlates with the customer’s experience."