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


On this publish, we’re going to learn to implement buyer help capabilities utilizing a minimal code strategy and counting on third celebration providers. There are loads of conditions during which you may must implement some buyer help capabilities. Perhaps you might be growing 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 turn into a significant concern for many companies. Having an excellent buyer help technique in place is a should nowadays. On-line customers demand options like on-line stay chat or multi-channel communication and count on excessive responsiveness from on-line companies.

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

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 may be very intuitive and it has superb documentation.

After creating the account, you may go to the settings web page and go to the channels part to seek out out your help electronic mail:

Zendesk support email

The format of this electronic mail deal with must be help@yourcompany.zendesk.com. You have to to recollect this deal with 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 kind and the net chat options:

Zendesk support widgets

In case you go to the settings it is possible for you to to seek out the set up information:

Chat settings

All you have 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’ve got enabled the contact kind widget which is displayed when there are not any buyer help brokers on-line:

Contact form

We’ve got additionally enabled the stay chat widget which is displayed when buyer help brokers are on-line:

Live chat

Somewhat icon might be then displayed on the underside proper of your webpage. When a consumer clicks on the icon, the contact kind or the stay chat kind might be displayed.

Ideally, we need to have a single level to handle all our buyer request. The request might 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 might be achieved by enabling electronic mail forwarding from one among your organization electronic mail addresses to your Zendesk electronic mail deal with.

  • 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 cellphone calls as buyer requests tickets. You possibly can be taught extra utilizing the Zendesk documentation.

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

React web form

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

I wished to ship the request that originated utilizing this manner to Zendesk. The best resolution could be to ship an electronic mail to the Zendesk help electronic mail deal with. 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 deal with. I wished to implement this with as little code as attainable 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 however it required me to save lots of the code in a repository, deploy it, and so forth. 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.

Once you save your logic, Azure will generate an URL you can 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 can 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 information 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 pieces 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 net 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 eventually, 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 pieces labored it’s best to now have a brand new ticket in your Zendesk buyer help dashboard:

Alt Text

The operational value of working this logic app is nearly zero and we will get began with Zendesk for simply $60 a 12 months. We are able to now ship an expert buyer help expertise on a finances and in just some hours!

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

 

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