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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 companies. There are a variety of conditions by which you may have to implement some buyer help capabilities. Perhaps you might be growing your individual 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 serious concern for many companies. Having buyer help technique in place is a should lately. On-line customers demand options like on-line reside chat or multi-channel communication and anticipate 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 doable. Because of this, we’re going to actually on third social gathering companies and use a minimal code method. This enables us to dramatically scale back the time to market and improvement 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 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 handle ought to be help@yourcompany.zendesk.com. You will have 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 type and the online chat options:

Zendesk support widgets

For those who go to the settings it is possible for you to to search 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>

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

Contact form

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

Live chat

Slightly icon might be then displayed on the underside proper of your webpage. When a consumer clicks on the icon, the contact type or the reside chat type might 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 e-mail or social media:

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

  • Electronic mail: Managing e-mail requests may be achieved by enabling e-mail forwarding from one in every of 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.

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

Typically, the default Zendesk implementation can be sufficient to get began. Nevertheless, in my case, I wanted an extra customized contact type:

React web form

I wanted this kind 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 kind to Zendesk. The best answer can be to ship an e-mail to the Zendesk help 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 help 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 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 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 routinely translate it into the request schema.

If 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 exploit Gmail however there are different integrations accessible.

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 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 every part 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 online 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 every part labored you need to now have a brand new ticket in your Zendesk buyer help dashboard:

Alt Text

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

As we are able to see Azure Logic apps will help us to resolve 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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