Flowset
Create and run ticket-based workflow processes inside Zendesk
About this app
Design and enact advanced workflows right inside Zendesk using Flowset, a unique visual non-code WORKFLOW ENGINE.
Dynamically guide agents to help them work quicker, more accurately, and be more empowered to resolve tickets:
- Guide agents using a workflow engine to streamline and improve ticket handling performance.
- Embed processes directly at the point of need to solve accuracy, quality, and compliance issues.
- Help agents using contextualization to gain focus, confidence, and clarity.
Amplify Zendesk for greater agility, productivity, accountability, and innovation:
- Systemize processes to increase productivity, quality, consistency, compliance, and quicker agent onboarding.
- Adopt better design and management practices with no-code tools to improve agility and scalability.
- Add advanced workflow capabilities to fill functional gaps and foster innovation.
Use Cases
Flowset can be used in a wide variety of use cases, covering both Customer Service and Employee Service, particularly where more richness, sophistication, and whole ticket lifecycle management are needed - using just one app:
- Customer Services - Complaint handling, Technical support (triage and escalation), Troubleshooting diagnostics, Customer Onboarding, Facilities management, Billing and payments, Account management, etc.
- Employee Services - Employee onboarding and offboarding, Change management, Facilities management, Service requests, Incident reports, Authorization and access requests, Policy clarifications, etc.
Data Disclosure
The configuration app looks up details of User, Organization, Ticket names and fields, supplemented with details about Groups and Agents names. This information is used to allow admins configuring Flowset workflow definitions to use metadata specific to your Zendesk account to drive the apps behaviour.
The Flowset runtime uses API calls to Create, Update and Delete tickets and can also update User and Organization field values as defined by your workflow design in Zendesk.
About Cloudset
Starting in 2009, we are one of Zendesk's first and most trusted partners. We are a small tight team of professional Zendesk specialists. We do one thing well - Zendesk.
We specialize in making complex processes and technical functions easy to understand and simple to achieve with a a mission of deepening the systemization of your processes in Zendesk.
We are also known for exemplary customer service, never dropping below our NPS Excellent rating.
Contact support@cloudset.net if you have technical questions.
Details zur App
Installationsanweisungen
The following guidelines help you proceed with the 30 Day FREE trial and implementing this App:
- After initiating the Zendesk App Marketplace free trial, select the app icon to give access to our embedded Cloudset Framework. This will start the Zendesk secure OAuth authentication request, based on the currently logged in admin user.
A choice of Cloudset Datacenter will be offered, either US or EU (Ireland). This choice is a one-time selection decision.
This authentication can be revoked at any time by that admin user who installed the app, by selecting the user account security tab. API access is needed to enable the configuration tool to read and write app configuration data to the app installed on Zendesk.
Once completed, a billing details screen will be presented to capture invoicing address details. Invoice history and records can be accessed and downloaded.
If Zendesk security Restricted IP has been set-up, details can be obtained from the Cloudset Framework Zendesk(s) tab, together with Forget Token method to support changing admin user account.
Once the extended registration has been completed, you will be able to use the app configuration tool to get started.
You will have 30 days to evaluate the app. At any time during the trial, uninstall the app to cancel the trial. This will automatically ensure that your credit card won't be charged.
After 30 days your first payment in advance will be taken. This will automatically renewed every month until you uninstall the app.
The monthly invoice will be charged on the basis of how many agents you have and how the agent count profile changed.
For any issues or questions - raise a ticket with support@cloudset.net
A Cloudset Framework account is created for all new customers, providing a hub for all Cloudset purchased apps, enabling access to Zendesk Guide integration services, and billing management.
Security and API Access Use
The Performset configuration tool requires API access to your Zendesk account via Zendesk’s secure OAuth mechanism. This OAuth token is revocable at any time from the Zendesk admin center.
At runtime, Performset uses the incremental ticket event API and the user and organization incremental APIs to monitor changes to tickets which the Performset runtime will respond to. When SLA conditions are met, ticket fields are updated to reflect the passing or violation of the SLA on the ticket. The ticket audit API is used to reassess a ticket against its SLA if needed.
Transmission of this data is over https, and all configuration data stored is encrypted at rest.
Security management is goverened by Cloudset SOC2 Type 2 compliance provisions.
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