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

On this put up, we’re going to learn to implement buyer help capabilities utilizing a minimal code method and counting on third social gathering providers. There are plenty of conditions by which you would possibly have to implement some buyer help capabilities. Possibly you’re creating your personal product, or perhaps you’re working for a corporation that should enhance their operations.

With the arrival of COVID-19, e-commerce has develop into a serious concern for many companies. Having buyer help technique in place is a should lately. On-line shoppers 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 and so they want to have the ability to adapt within the shortest time doable. Because of this, we’re going to actually on third social gathering providers and use a minimal code method. This permits us to dramatically scale back the time to market and improvement 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 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 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 search out out your help e-mail:

Zendesk support email

The format of this e-mail tackle ought to be help@yourcompany.zendesk.com. You will have to recollect this tackle as a result of we’re going to want it later.

We are able to then go to the widget part beneath the channels part to allow the contact kind and the net chat options:

Zendesk support widgets

If you happen to 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’ve enabled the contact kind widget which is displayed when there aren’t any buyer help brokers on-line:

Contact form

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

Live chat

A bit of icon will probably 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 will probably be displayed.

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

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

  • Electronic mail: Managing e-mail requests might be achieved by enabling e-mail forwarding from considered one of your organization e-mail addresses to your Zendesk e-mail tackle.

  • Social media: You’ll be able to go to the channel settings in Zendesk to attach your social media accounts with Zendesk.

  • Telephone calls. Zendesk additionally permits you to handle cellphone calls as buyer requests tickets. You’ll be able to study extra utilizing the Zendesk documentation.

Typically, the default Zendesk implementation could be sufficient to get began. Nevertheless, in my case, I wanted an extra 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 simplest answer could be to ship an e-mail to the Zendesk help e-mail tackle. We have to implement an HTTP POST endpoint that takes the shape particulars as JSON and ship an e-mail to the Zendesk help e-mail tackle. I wished to implement this with as little code as doable and the very first thing that got here so my thoughts was to make use of an Azure operate.

Utilizing an Azure operate 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 e-mail server permits us to ship an e-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 method 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’ll be able to 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 which you could 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 e-mail. In my case I exploit 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 remodel 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 assets 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`, {
    methodology: "POST",
    physique: JSON.stringify(values),
const json = response.json();

You’ll be able to 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 things labored it’s best to now have a brand new ticket in your Zendesk buyer help dashboard:

Alt Text

The operational value 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 funds and in just some hours!

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









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