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Tuesday, March 21, 2023

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

On this put up, we’re going to discover ways to implement buyer assist capabilities utilizing a minimal code strategy and counting on third occasion providers. There are a number of conditions by which you may must implement some buyer assist capabilities. Perhaps you might be creating 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 grow to be a significant concern for many companies. Having a very good buyer assist technique in place is a should lately. 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 they usually want to have the ability to adapt within the shortest time attainable. For that reason, we’re going to actually on third occasion providers and use a minimal code strategy. This permits us to dramatically cut back the time to market and improvement value. Operational value 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 could be very intuitive and it has superb 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 electronic mail:

Zendesk support email

The format of this electronic mail deal with ought to be assist@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 below the channels part to allow the contact type and the net chat options:

Zendesk support widgets

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

Chat settings

All you should 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 bit of 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 wish to have a single level to handle all our buyer request. The request might have originated in our web site, our electronic mail or social media:

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

  • Electronic mail: Managing electronic mail requests could be achieved by enabling electronic mail forwarding from considered one of your organization electronic mail addresses to your Zendesk electronic mail deal with.

  • 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 cellphone calls as buyer requests tickets. You may be taught extra utilizing the Zendesk documentation.

Most often, 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 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 needed to ship the request that originated utilizing this type to Zendesk. The best resolution can be to ship an electronic mail to the Zendesk assist electronic mail deal with. We have to implement an HTTP POST endpoint that takes the shape particulars as JSON and ship an electronic mail to the Zendesk assist electronic mail deal with. I needed 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 operate.

Utilizing an Azure operate 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 electronic mail server permits us to ship an electronic 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 needed to discover a higher means 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 may 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 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 can return an HTTP response:

Logic App send response step

We then want so as to add a parallel step to ship an electronic 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`, {
    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 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 you need to now have a brand new ticket in your Zendesk buyer assist 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 an expert buyer assist expertise on a finances and in just some hours!

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







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