Implementing a low code buyer help resolution powered by Zendesk and Azure Logic Apps

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On this put up, we’re going to discover ways to implement buyer help capabilities utilizing a minimal code method and counting on third celebration companies. There are a number of conditions wherein you would possibly have to implement some buyer help capabilities. Possibly you might be creating your individual product, or possibly you might be working for a corporation that should enhance their operations.

With the arrival of COVID-19, e-commerce has grow to be a significant concern for many companies. Having an excellent buyer help technique in place is a should as of late. On-line shoppers demand options like on-line reside chat or multi-channel communication and count on excessive responsiveness from on-line companies.

The pandemic has generated unprecedented ranges of uncertainty for enterprise and so they want to have the ability to adapt within the shortest time potential. Because of this, we’re going to actually on third celebration companies and use a minimal code method. This enables us to dramatically scale back the time to market and growth price. Operational price can be extremely versatile as a result of each Zendesk and Azure can adapt their choices and costs to our enterprise scale and desires.

The very first thing we’re going to do is to go to https://www.zendesk.com/ and create an account. I cannot doc how to do that as a result of Zendesk could be very intuitive and it has superb documentation.

After creating the account, you’ll be able to go to the settings web page and go to the channels part to search out out your help electronic mail:

Zendesk support email

The format of this electronic mail handle needs to be help@yourcompany.zendesk.com. You have to to recollect this handle as a result of we’re going to want it later.

We are able to then go to the widget part below the channels part to allow the contact type and the online chat options:

Zendesk support widgets

When you go to the settings it is possible for you to to search out the set up information:

Chat settings

All it is advisable to do is so as to add a script tag to your web site’s supply code:

<script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx"></script>

We now have enabled the contact type widget which is displayed when there aren’t any buyer help brokers on-line:

Contact form

We now have additionally enabled the reside chat widget which is displayed when buyer help brokers are on-line:

Live chat

Somewhat icon can be then displayed on the underside proper of your webpage. When a person clicks on the icon, the contact type or the reside chat type can be displayed.

Ideally, we need to have a single level to handle all our buyer request. The request could have originated in our web site, our electronic mail or social media:

  • Internet: We are actually able to handle requests that originated on our web site.

  • E-mail: Managing electronic mail requests could be achieved by enabling electronic mail forwarding from certainly one of your organization electronic mail addresses to your Zendesk electronic mail handle.

  • Social media: You possibly can go to the channel settings in Zendesk to attach your social media accounts with Zendesk.

  • Cellphone calls. Zendesk additionally means that you can handle telephone calls as buyer requests tickets. You possibly can study extra utilizing the Zendesk documentation.

Typically, the default Zendesk implementation could be sufficient to get began. Nevertheless, in my case, I wanted a further customized contact type:

React web form

I wanted this way to be extremely seen and the underside proper “assist” button didn’t have sufficient visibility for me. The webform was applied utilizing React and Formik.

I wished to ship the request that originated utilizing this way to Zendesk. The simplest resolution could be to ship an electronic mail to the Zendesk help electronic mail handle. We have to implement an HTTP POST endpoint that takes the shape particulars as JSON and ship an electronic mail to the Zendesk help electronic mail handle. I wished to implement this with as little code as potential and the very first thing that got here so my thoughts was to make use of an Azure perform.

Utilizing an Azure perform would require us to outline an HTTP set off and the code that sends the e-mail. We would want to handle the permissions so our electronic mail server permits us to ship an electronic mail. This wasn’t a large job nevertheless it required me to avoid wasting the code in a repository, deploy it, and many others. It was an excessive amount of work for one thing so easy. I wished to discover a higher means and that’s how I ended up utilizing Azure Logic Apps.

We are able to go to the Azure portal and create a brand new Azure Logic App, then use the designer to create the logic guidelines of our app. The very first thing that we have to do is to outline an HTTP set off for our HTTP POST request:

Logig App incoming HTTP request

You possibly can paste an instance of the physique of your request and the Logic App designer will routinely translate it into the request schema.

If you save your logic, Azure will generate an URL that you may invoke out of your app.

The second factor that we have to do is so as to add a step:

Login App adding a new step

We have to add a step that may return an HTTP response:

Logic App send response step

We then want so as to add a parallel step to ship an electronic mail. In my case I take advantage of Gmail however there are different integrations out there.

Logic App send email step

We have to extract the info from the unique HTTP request so as to add it to the e-mail contents. We are able to do that utilizing an expression:

Logic App using expressions

We are able to use triggerBody() to entry the request physique and json(triggerBody()) to rework it into JSON. We are able to then entry the properties within the request physique as follows json(triggerBody()).firm.

We are able to then save all the things and two sources ought to have been created:

Azure resource group

We are able to then invoke the HTTP set off in our logic app by sending an HTTP request from the online app:

const response = await fetch(`INSERT_THE_TRIGGER_URL_HERE`, {
    technique: "POST",
    physique: JSON.stringify(values),
});
const json = response.json();

You possibly can then use the browser developer instruments to see if the request was profitable:

Dev Tools HTTP request

And at last, head to the Azure Logic App monitoring part to see if all of the steps labored as anticipated. The monitoring instruments with offering you with some particulars if one thing fails:

Logic App monitoring

If all the things labored it is best to now have a brand new ticket in your Zendesk buyer help dashboard:

Alt Text

The operational price of operating this logic app is nearly zero and we are able to get began with Zendesk for simply $60 a yr. We are able to now ship knowledgeable buyer help expertise on a price range and in only a few hours!

As we are able to see Azure Logic apps might help us to resolve real-business wants with virtually no code. This enables us to maneuver quicker and adapt quicker in a time of unprecedented uncertainty.

 

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