To construct a Zendesk theme that is designed to seem indistinguishable for Neato’s actual website, utilizing the template engine that Zendesk uses. Liquid Template Engine is an open-source template language created by Shopify and written in Ruby. It is written with strict requirements that made it necessary for our team to find creative ways to implement the same design and functionality as the website.
First, we needed to figure out how we would allow the support agents to see the links to internal support articles while displaying a separate view to the user. Then we had to establish that we needed to set up a good foundation that would allow users to utilize translations. Once we had all of that established, including how to work within the Liquid Templating Engine, we got to work creating a great support experience for Neato Robotics!