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

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On this publish, we’re going to learn to implement buyer assist capabilities utilizing a minimal code strategy and counting on third occasion providers. There are lots of conditions during which you would possibly have to implement some buyer assist capabilities. Possibly you might be growing your personal product, or possibly you might be working for an organization that should enhance their operations.

With the arrival of COVID-19, e-commerce has develop into a significant concern for many companies. Having a great buyer assist technique in place is a should lately. On-line shoppers demand options like on-line dwell chat or multi-channel communication and anticipate 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 occasion providers and use a minimal code strategy. This enables us to dramatically scale back the time to market and growth price. Operational price 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 can’t 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 assist e mail:

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

We will then go to the widget part below the channels part to allow the contact kind and the net chat options:

Zendesk support widgets

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

Chat settings

All it is advisable 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>

Now we have enabled the contact kind widget which is displayed when there aren’t any buyer assist brokers on-line:

Contact form

Now we have additionally enabled the dwell chat widget which is displayed when buyer assist brokers are on-line:

Live chat

Slightly icon will likely 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 likely 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 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 could be achieved by enabling e mail forwarding from one in all your organization e mail addresses to your Zendesk e mail handle.

  • Social media: You may 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 may be taught extra utilizing the Zendesk documentation.

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

React web form

I wanted this type 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 type to Zendesk. The simplest resolution could be to ship an e mail to the Zendesk assist e mail handle. We have to implement an HTTP POST endpoint that takes the shape particulars as JSON and ship an e mail to the Zendesk assist e mail handle. 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 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 nevertheless it required me to save lots of 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 approach and that’s how I ended up utilizing Azure Logic Apps.

We will 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 may paste an instance of the physique of your request and the Logic App designer will robotically translate it into the request schema.

While 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 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 take advantage of 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 will do that utilizing an expression:

Logic App using expressions

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

We will then save the whole lot and two assets ought to have been created:

Azure resource group

We will 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 may 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 the whole lot labored it is best to now have a brand new ticket in your Zendesk buyer assist dashboard:

Alt Text

The operational price of working this logic app is sort of zero and we are able to get began with Zendesk for simply $60 a 12 months. We will now ship an expert buyer assist 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 virtually no code. This enables us to maneuver sooner and adapt sooner in a time of unprecedented uncertainty.

 

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