Our idea with this solution is to provide to our customer a user friendly support solution, so they can easily contact us whenever they need.
A couple things to stress:
- The requests get stored in a single Azure SQL database, serving every customer
- The admin interface you see in the video connects to that database is not couple to any customer tenant. The admin interface has been integrated with the Azure AD to allow for seamless login between the admin interface and the SharePoint site for administration (see point 3).
- When creating a support ticket, the customer has to pick an area. These areas are unique for every customer. We can create a FAQ entry for each entry per customer. These FAQ entries are stored in an SharePoint list that is hosted in our admin site collection. The Arctic Support Requests App connects to both the customer tenant -AND- to our admin tenant. The FAQ entries are retrieved in real time from our admin tenant, while we retrieve identity information from the customer tenant.
- We synchronize customer and area information between Azure SQL server and our SharePoint admin site using an OfficeDev PnP TimerJob and the OfficeDev PnP TimerService. This information is used in the FAQ lists in the admin site to map an FAQ entry to a customer. The information is synchronized every 2 minutes.
- The app is generic, and has no hardcoded values tying it to a specific customer. We determine unique customer identities based on tenant information.
- When the user adds an app to the site an entry will be added to the Settings menu of a site collection from which the customer can create a new ticket.
- We don’t like IE
We have provide you a demo for this solution, so enjoy: