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


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

With the arrival of COVID-19, e-commerce has grow to be a significant concern for many companies. Having a superb buyer assist technique in place is a should nowadays. On-line customers 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 attainable. Because of this, we’re going to actually on third social gathering 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 desires.

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 could be very intuitive and it has excellent documentation.

After creating the account, you’ll be able to go to the settings web page and go to the channels part to search out out your assist e mail:

Zendesk support email

The format of this e mail deal with needs to be assist@yourcompany.zendesk.com. You have to to recollect this deal with 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 net chat options:

Zendesk support widgets

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

Chat settings

All you might want 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 now have enabled the contact type widget which is displayed when there are not any buyer assist brokers on-line:

Contact form

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

Live chat

A little bit icon will likely be then displayed on the underside proper of your webpage. When a person clicks on the icon, the contact type or the dwell chat type 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.

  • Electronic mail: Managing e mail requests will be achieved by enabling e mail forwarding from one in every of your organization e mail addresses to your Zendesk e mail deal with.

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

Normally, the default Zendesk implementation could be sufficient to get began. Nonetheless, in my case, I wanted an extra customized contact type:

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 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 assist 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 an enormous job however it required me to avoid wasting 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 means 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.

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 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 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 sources 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`, {
    methodology: "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’s 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 nearly zero and we will get began with Zendesk for simply $60 a 12 months. We will now ship an expert buyer assist expertise on a price range and in only a few hours!

As we will see Azure Logic apps may 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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