Cloudset & Ventrica
Ventrica uses Cloudset to elevate Zendesk for enterprise and regulated industries - embedding compliance, structure, and control into every workflow, so CX remains agile, consistent, and fully aligned with your service standards.
Structuring service excellence: compliant, scalable CX built on Zendesk precision
As customer experience platforms grow, so too does the need for structure, consistency, and control. That’s why Ventrica partners with Cloudset – a suite of process and compliance tools designed to transform Zendesk into an enterprise-grade, highly governed CX platform.
Cloudset allows us to embed best practice workflows, compliance rules, approval logic, and service governance directly into the day-to-day agent experience. When combined with Ventrica’s emotionally intelligent service design, Cloudset ensures every customer interaction is not only efficient – but fully auditable, scalable, and strategically aligned.
Scaling CX without chaos: Cloudset + Ventrica in action
Why we partner with Cloudset
Zendesk gives our clients the flexibility to adapt fast – but flexibility without structure can lead to operational inconsistency and risk. Cloudset provides the framework to transform Zendesk into a governed, enterprise-ready solution – ideal for brands in regulated industries or those with complex operational requirements.
We partnered with Cloudset because it enables us to build repeatable, compliant service workflows across multiple markets, languages, and teams. It empowers agents to follow structured paths, ensures the right data is captured every time, and removes ambiguity from decision-making.
Cloudset supports our mission to deliver CX that’s not only emotive – but engineered for excellence, scale, and sustainability.
How we work together
As part of our CXaaS partner solution, Ventrica uses Cloudset to extend and govern Zendesk environments – ensuring consistency, compliance, and clarity as your customer service evolves.
We embed Cloudset into your CX operations at both the design and delivery stages – aligning ticket types, form structures, SLAs, and approval paths to your internal policies and sector regulations.
Our Cloudset delivery includes:
- Full Cloudset configuration within Zendesk
- Service definition and workflow standardisation
- Compliance layer implementation (mandatory fields, approval chains, audit trails)
- Multi-brand, multi-market deployment of governed processes
- Integration with multilingual and outsourced agent models
- Post-launch optimisation and governance reviews
This combination of governance and CX-as-a-Service ensures every customer touchpoint is as reliable as it is human.
What we deliver
Structured workflows that scale
We use Cloudset to define and deploy consistent support journeys across brands, regions, and functions.
Keeps CX delivery aligned even as operations grow.
Audit-ready compliance workflows
Mandatory fields, automated approvals, and user permissions are built directly into ticket flows.
Ensuring regulatory alignment without disrupting service speed.
Service consistency across every agent
Whether in-house, nearshore or outsourced, Cloudset ensures all agents follow the same structured path.
Reduces training time and eliminating errors.
Configurable process logic without code
Service managers can modify forms, rules and workflows without needing developer support.
Gives operational teams the control to adapt and improve.
Faster onboarding for new teams or regions
Standardised workflows and form templates help us launch consistent support in new markets faster.
Reduces ramp-up time and improves customer experience.
Integrated multilingual governance
Cloudset works seamlessly with Zendesk’s language capabilities.
Ensures your process rules apply globally, without losing local nuance.
With Cloudset and Ventrica, you can grow fast – without losing control of your customer experience
A deep dive into Zendesk analytics & reporting features
Unlock Zendesk’s evolved analytics to reveal insights, personalise experiences, reduce wait times, and drive measurable CX performance at scale.
Integrating Zendesk into your customer service strategy
Integrating Zendesk streamlines communication, enhances CX, improves ticket management, saves costs and boosts customer satisfaction across channels.
Data security and data sovereignty in contact centres
Despite global digital connectivity, varying regulations create complexity. Data professionals face growing compliance challenges, increasing breaches and costs.
Compliance, risk and best practice in contact centres
Contact centre compliance is complex—but with the right approach, it becomes a strategic advantage. Get practical insights on turning risk into strategy in this white paper.
The Flowset app has been an absolute game-changer for us! You quickly realise how amazingly flexible and powerful it is and wonder how you lived without it. I would 100% recommend!
Tod Turner, CEO, Intercept Music
Related solutions
Customer sentiment analysis
Provides real-time insights into customer sentiment for data-driven decision-making.
Multilingual contact centre
Support across multiple languages to cater to diverse customer bases.
Digital transformation
Drives innovation by integrating new digital technologies to improve CX (supported by Zendesk).
Workforce Engagement Management (WEM)
AI-driven WEM featuring Workforce Management and Quality Assurance to improve support quality from end to end.
CXaaS partner
A leading customer experience as a service (CXaaS) provider and a strategic Premium Partner with Zendesk, offering advanced customer support solutions.
We are big fans of making life easier for the agents so they can focus on more supporting customers and strategic areas initiatives. Using Performset & Formset from Cloudset helped make this happen. Everything happens behind the scenes, showing only what’s relevant, which makes it easier for agents.
John Tieu, Information Architect, Mediaocean
Frequently asked questions
We adhere to GDPR and other industry-specific regulations, ensuring secure customer data handling across all touchpoints.
Yes, we offer real-time analytics and performance reporting, helping businesses make data-driven decisions to enhance customer engagement.