Graham
Articles
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Workflow Assistant Overview (Standard & Advanced)
Helps an agent to process tickets accurately and efficiently. The workflow assistant is a ticket sidebar app that guides an agent through a predefined sequence of activities designed to process a t...
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What is Performset?
Performance measurement is an extension module for Zendesk that provides enterprise grade Service Level Agreements (SLA). Core Capability The core capability is a set of sophisticated t...
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Overview of the Initial Setup Procedure (Performset)
The initial design, setup and configuration of your performance measurement solution is a consulting lead project during which a qualified Cloudset Implementation Consultant will work with you to...
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Performset Configuration
This article explains how to use the Performset Configuration tool to reconfigure and refine your existing performance measurement solution. Once your performance measurement solution has bee...
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Introduction to the Performset Dashboard
Introduction to the Performset Dashboard The Cloudset Performset Dashboard is a Zendesk App that displays countdown time ordered aggregated lists of tickets, with the ability to dynamically filt...
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Introduction to the Performset Assistant
The Performset Assistant is a Sidebar APP provided as part of your Performset installation, to monitor the progress and status of performance targets specified for a ticket. If not visib...
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Monitor and Measure Ticket State and Event Timings in Views and Reports
The data recorded as part of the Event Time Management service and presented in the Performset Assistant can also be used within Zendesk views and Explore reports to monitor and measure your Even...
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Formset Overview
What is Formset? Formset manages the control and the visibility of fields and field options values. This means that Formset facilitates the hiding of unnecessary information until such time as it b...
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Workflow Multiple Start Points
You can define a workflow to have multiple start points. Rather than having a single transition from the start shape to an activity, you can have multiple transitions to multiple activities. This...
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Transition Conditions (Standard Only)
*NOTE: Using Activity Tasks it is also possible to specify alternative outcomes to control the conditions under which a transition is available in a workflow (see Activity Tasks and Task Outcomes) ...
