The CloudSET Framework is a collection of supplementary services provided and supported by Coherence Design Ltd. to extend the functionality, capability and overall user experience for Organizations that have chosen Zendesk as the solution to the management of their Help Desk.
Fully Integrated into your Zendesk Instance
Once purchased and installed the CloudSET Framework is established as a fully integrated set of services accessed via the 'CloudSet Framework' sidebar icon in the Agent interface (1), each of which can be optionally deployed and configured as part of your Zendesk instance.
*Note: The sidebar icon is only available to users of your Zendesk account assigned to the role of administrator.
- Account Management provides a set of services that enable maintenance of your CloudSET registration and configuration options.
- Apps are provided as extensions to the standard Zendesk offerings to enhance functionality and capability of the New Agent Interface.
- Widgets are provided as extensions to the standard Zendesk offerings to enhance functionality and capability of the Web Portal.
- Configurations allow for the development, testing and deployment (sharing) of Zendesk customizations between your primary Zendesk account and your Sandbox, or with additional Zendesk accounts you own or have administration control.
See the subsequent chapters of this manual for full details of the CloudSET service offerings.
Why is the CloudSET Framework Required?
Meeting the Demand for User Enhancement Requests
As the number of organizations choosing Zendesk as the Help Desk solution grows so does the requirement for continuous improvement to the functionality and capability to meet specific needs of each kind of business and the way in which the Help Desk is used and managed.
Whilst Zendesk themselves operate a continuous improvement program, its often the case that the volume of demand for certain enhancement requests is insufficient to warrant the level of priority necessary to develop the new functionality and capability as part of the core product.
Under these circumstances the requirements will be passed by Zendesk onto Coherence Design Ltd. for inclusion as part of the CloudSET Framework, thus providing a rapid route to delivery and satisfying what is often a relatively niche or specialist need.
Passing on the Benefits of our own Experience and Expertise
In parallel with this Coherence Design Ltd. are continuously working to find opportunities and need for features and mechanisms that can significantly improve support for Help Desk processes and the overall user experience, often resulting through our work supporting our own customers during the installation, configuration and use of Zendesk.
The functionality and capabilities designed and developed to enable these features and mechanisms are introduced and provided as part of the CloudSET Framework, thus making them available to all Zendesk customers registering for the use of the CloudSET Framework, whom would otherwise not see them in the core Zendesk offering for the foreseeable future, if at all.