Flowset & Formset Release March 2025

We are pleased to announce the following changes included in the release of our Flowset and Formset products dated 13 March 2025.

Summary of Release

Flowset

Flowset has been enhanced to allow the definition of Roles which can be used in workflow definitions to control permissions to perform activities and transitions.  Roles can also be used in task flows to control the level of guidance provided to the agents depending on their level of experience.

Formset

Formset has been enhanced to allow the control of the system priority and type fields.  This includes the ability to hide these fields or to control which option values are available based on Formset rules.

Support for readonly fields has been extended to work in the help center interface.

Flowset Support for Roles

Workflow roles identify permissions and responsibilities to ensure that

1. The agent is guided through the process at a level that is appropriate to their experience
2. Only agents with the necessary permissions and knowledge are able to perform activities and tasks within the workflow

Workflow definitions can refer to workflow roles to define permissions and guidance.  These roles can then be assigned to your agents.  The agents assigned to the identified roles will have that permission.  This allows workflow permissions and guidance to be defined independently of the actual agents who will be running the workflows.

Agents can be assigned to workflow roles either directly, via group membership or via their Zendesk custom role.

For more details, see Managing Workflow Roles

Formset Control of System Priority and Type

Previously, system priority and type fields could be used to control other fields, but could not be controlled themselves.

Formset now allows rules to be defined which control the system priority and type fields.  This includes the ability to hide them, control available option values and make them readonly or mandatory based on rule conditions.

For more details, see Controlled Fields

Formset Readonly Field Support in Help Center (Guide)

Formset allows you to define rules to control visibility and available option values for ticket fields.  In September 2024, Formset was enhanced to allow rules to set selected fields to be readonly.  The agent can see the field and it's value, but cannot change it.  This was initially implemented in the agent interface, but was not supported in Help Center (Guide).  The rules would evaluate in Help Center, but would leave the field editable.

Formset has now been enhanced to support these read only rules in Help Center.  When these rules are evaluated in Help Center, the fields will be visible, but not editable.

For more details, see Readonly Ticket Fields