Alan Byrne

Flowset Release January 2024

1. Cloudset updates
2. Releases

We are pleased to announce the following changes included in the release of our Flowset product dated 4 January 2024 Summary of Release This release includes the ability to add a comment to a paren...

• Edited January 04, 2024 11:17
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Parent and Child Comments (for Advanced)

1. Flowset
2. Workflow Configuration
3. Properties

Add a comment to child tickets when ticket field values are updated by the parent ticket Add a comment to parent tickets when ticket field values are updated by a child ticket Draws attention of t...

• Edited March 20, 2024 16:57
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Flowset & Formset Release October 2023

1. Cloudset updates
2. Releases

We are pleased to announce the following changes included in the release of our Flowset product dated 19 October 2023. Summary of Release This release includes improvements to Advanced Model featur...

• Edited October 19, 2023 08:33
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Workflow Current Activity (Advanced Model)

1. Flowset
2. Workflow Assistant

Flowset supports two different types of Workflow Model Standard Models - activity level behaviour Advanced models - Activities are broken down into Task models This article describes the behaviou...

• Edited January 23, 2025 10:44
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Disabling Ticket Fields (for Advanced)

1. Flowset
2. Workflow Assistant

Workflows can be configured to reference Zendesk ticket fields. Activities have their own representation for Zendesk Ticket Fields inside the Workflow Assistant. Corresponding ticket fields in the...

• Edited July 18, 2023 08:55
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Transition Types (Advanced Models)

1. Flowset
2. Workflow Transitions

Manual and Background Outcomes When using Advanced models in Flowset, the behaviour of Activities is broken down into Task Models.  These task models are able to gather information from the agent a...

• Edited July 14, 2023 14:11
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Configuring Workflow Roles

1. Flowset
2. Workflow Role Management

Workflow roles can be used to control which agents are able to perform activities or transitions and to ensure that task flows can be tailored to the role of the agent dealing with them.  Using rol...

• Edited March 13, 2025 10:47
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Formset for Users and Organizations

1. Formset
2. Configuring Rules

What is Formset? Formset controls the visibility of fields and field option values to hide unnecessary information until such time that it is needed by the user.  This helps to declutter the ticket...

• Edited September 02, 2024 13:59
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Configuring Workflow Role Assignments

1. Flowset
2. Workflow Role Management

Workflow roles can be used to control which agents are able to perform activities or transitions and to ensure that task flows can be tailored to the role of the agent dealing with them.  Workflow ...

• Edited March 13, 2025 10:46
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Readonly Ticket Fields

1. Formset
2. Configuring Rules

Using rules to make controlled ticket fields readonly Formset uses rules to control the visibility of ticket fields.  Once a field is controlled, it will be hidden until a rule is satisfied that ca...

• Edited March 13, 2025 10:47
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