Performset

Performset is an advanced SLA | OLA Management paid app and web service requiring onboarding consulting support from the Cloudset family of extension products for Zendesk.

Keep your promises with sophisticated and proactive SLA | OLA metrics and measurements.

Step outside of fitting into limited and fixed models and implement your SLA’s and OLA’s precisely as you need for your business. Key features include:

• Standard and custom SLA metrics

• Multiple work time schedules

• Flexible triggering and satisfaction rules

• Arbitrary starts and stops to support escalations

• Flexible metrics clock pausing and solve continuation

• Fuzzy end-of-next-day metrics

A unique SLA Assistant surfaces the metric target times, policy, and schedule making them highly visible. Together with operational progress reporting, it provides a full context to support proactive management.

Complete with a real-time SLA Dashboard. See the big picture or just the right segmentation to make next-up or informed decisions.

Real-time notification for pre-breach and breach points down to a granularity of one minute. Never miss an opportunity to prevent an SLA violation.

The benefits of the Performset include:

• Performance compliance

• Where applicable save penalty costs for breaching SLA's

• Improved decision making at a per ticket and aggregated viewpoint

• Support a wide range of use of SLA | OLA policies

• Seamlessly integrate into the Zendesk UX and UI

Data Disclosure

The configuration app looks up details of User, Organization and, Ticket names and fields, supplemented with details about Groups names, and where additionally permissioned, Agents and Organizations names and fields. This information is used to allow admins configuring events // metrics, policies and regions definitions to use metadata specific to your Zendesk account to drive the SLA behaviour.

App specific Ttcket fields are also created and updated by the configuration tool. These fields hold details of the SLA results on each ticket.

The Flowset runtime use REST API calls to Update tickets with control and SLA reporting field values.

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.