Slowness in Brands Flow Execution – vaide.app

The Brands Flow was developed to be a simple and quick solution for companies to customize the agent's ticket screen. However, slowness issues may eventually occur in more complex accounts, and that’s why we created this article to help you quickly resolve most problems.

Check the Execution Order of the Apps

In Zendesk, apps are loaded in a queue-like model, meaning it loads the first app in the list, then the second, then the third, and so on. Some apps have complex logic and many dependencies, so simpler apps end up being impacted even if they have no connection to each other.

To resolve this issue is quite simple, just access:

Apps and Integrations » Zendesk Support Apps » Reorder Apps

Locate the "New Ticket" menu on the left side and on the right side, locate the Brands Flow, click and drag the block to the first position as shown in the image below.

Repeat the procedure by also clicking on the "Ticket" menu as shown in the image below.

image (1).png

Don’t worry about saving; this happens automatically as soon as you finish dragging the block. When done, ask your agents to reload the tabs with Zendesk open and if necessary clear the browser cache to ensure the new rule will be replicated.

Evaluate Other Apps

In some cases, other apps may be interfering with the operation of the Brands Flow. This can occur due to factors such as:

Attempt to customize the behavior of the same fields
Slow loading of the App
Errors in logic causing slowness
Errors in logic interrupting the operation of other Apps

In these cases, the recommendation is quite simple, access:

Apps and Integrations » Zendesk Support Apps

In the list of installed apps, turn off one App at a time until only the Brands Flow is active and test the ticket behavior at each step, the performance of the Brands Flow, and the behavior of the fields.

If any of the Apps are significantly impacting the performance of the Brands Flow, then request support from the developer of that App.

Check for Possible Errors in JSON

In some cases, larger companies that have many groups and brands to manage may have the performance of the App affected by errors in writing the JSON. To correct this problem, we recommend some best practices when writing this code.

To make reading simpler, format the code using an IDE of your choice or an online tool; there are many available on the internet.

[
   {
      "brand": "vaide.app",
      "groups": [
         "Group A",
         "Group C"
      ]
   }
]

Now that reading is easier, check for any redundancies in the script such as duplicate "brand" or duplicate "groups" within the array.

We can organize better by choosing a standard for the entire block of code, either you create the filter following the logic of searching by name or just ID, avoid mixing as in the example below because you may be repeating the same value.

[
   {
      "brand": "vaide.app",
      "groups": [
         "Group A",
         "632354854687" // not recommended
      ]
   },
   {
      "brand": "63235485423", // not recommended
      "groups": [
         "632354854687"
      ]
   }
]

Although reading is easier, brand names and group names can be easily changed, and you will always have to adjust the script in that situation. Therefore, we recommend that you preferably use the group ID to ensure faster and more accurate execution.

[
   {
      "brand": "123456",
      "groups": [
         "1234567",
         "1234568"
      ]
   }
]

Finally, remove any unnecessary spaces or indentations from the script to ensure it is as small as possible, allowing not only the addition of more variables within Zendesk's limitations but also for faster loading.

There are various online tools that allow you to reduce the size of the code; you can find them by searching for the term "minify JSON".

Evaluate Your Browser Extensions

It is very common to use extensions in our browsers to add or improve their functionalities. However, extensions can sometimes become the "villain" of your internet browsing performance. The logic is the same when we have many Apps in Zendesk; each time we open a site, that extension may be executing multiple actions and causing slowness. This type of problem is very common when loading SaaS applications that generally require more processing and memory from the browser.

In these cases, we recommend a two-step test:

Open Zendesk in an incognito tab of your browser
- Remove any incognito tabs that may have been opened before and start the process from scratch by opening Zendesk;
- Test the ticket behavior and the Brands Flow to observe any performance issues
If the above step occurs without problems, access your browser extensions and disable each installed extension one by one and repeat the tests again in the normal tab.

If an extension is affecting the performance of your Zendesk and the Brands Flow, disable it to ensure proper functioning.