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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 method and counting on third celebration companies. There are a variety of conditions through which you may must implement some buyer help capabilities. Perhaps you’re creating your personal product, or perhaps you’re working for an organization that should enhance their operations.

With the arrival of COVID-19, e-commerce has turn out to be a significant concern for many companies. Having a very good buyer help technique in place is a should today. On-line customers demand options like on-line dwell 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 companies and use a minimal code method. This enables us to dramatically cut 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 could be very intuitive and it has excellent documentation.

After creating the account, you possibly can go to the settings web page and go to the channels part to seek out out your help e-mail:

Zendesk support email

The format of this e-mail deal with needs to be help@yourcompany.zendesk.com. You’ll need 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 beneath 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 it’s essential 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 dwell chat widget which is displayed when buyer help brokers are on-line:

Live chat

Just a little icon will probably be then displayed on the underside proper of your webpage. When a person clicks on the icon, the contact kind or the dwell 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.

  • E mail: Managing e-mail requests might be achieved by enabling e-mail forwarding from one in all your organization e-mail addresses to your Zendesk e-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 lets you handle telephone calls as buyer requests tickets. You possibly can study extra utilizing the Zendesk documentation.

Usually, the default Zendesk implementation could be sufficient to get began. Nonetheless, 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 best resolution could be to ship an e-mail to the Zendesk help e-mail deal with. 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 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 wish to handle the permissions so our e-mail server permits us to ship an e-mail. This wasn’t a large job but it surely required me to avoid wasting 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 possibly can paste an instance of the physique of your request and the Logic App designer will mechanically translate it into the request schema.

Whenever 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 e-mail. In my case I exploit Gmail however there are different integrations obtainable.

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 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`, {
    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’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 sort of 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 may help us to unravel 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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