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

On this submit, we’re going to learn to implement buyer assist capabilities utilizing a minimal code strategy and counting on third social gathering providers. There are a number of conditions by which you would possibly must implement some buyer assist capabilities. Perhaps you might be creating your individual product, or possibly you might be working for a corporation 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 an excellent buyer assist technique in place is a should nowadays. On-line shoppers demand options like on-line reside chat or multi-channel communication and count on 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. For that reason, we’re going to actually on third social gathering providers and use a minimal code strategy. This enables us to dramatically cut back the time to market and growth 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 wishes.

The very first thing we’re going to do is to go to 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 assist e-mail:

Zendesk support email

The format of this e-mail deal with must be You will want to recollect this deal with as a result of we’re going to want it later.

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

Zendesk support widgets

In the event you 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=""></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 reside chat widget which is displayed when buyer assist brokers are on-line:

Live chat

Slightly icon shall be then displayed on the underside proper of your webpage. When a consumer clicks on the icon, the contact kind or the reside chat kind shall 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 are actually able to handle requests that originated on our web site.

  • E-mail: Managing e-mail requests may be achieved by enabling e-mail forwarding from one among your organization e-mail addresses to your Zendesk e-mail deal with.

  • Social media: You’ll be able to 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’ll be able to be taught 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 kind:

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 needed to ship the request that originated utilizing this kind to Zendesk. The best resolution can 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 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 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 on. It was an excessive amount of work for one thing so easy. I needed 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’ll be able to paste an instance of the physique of your request and the Logic App designer will mechanically translate it into the request schema.

If you save your logic, Azure will generate an URL which 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 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 online app:

const response = await fetch(`INSERT_THE_TRIGGER_URL_HERE`, {
    technique: "POST",
    physique: JSON.stringify(values),
const json = response.json();

You’ll be able to 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 the whole lot labored it is best 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 will get began with Zendesk for simply $60 a 12 months. We will now ship knowledgeable buyer assist expertise on a finances and in only a few hours!

As we will see Azure Logic apps may help us to unravel real-business wants with nearly no code. This enables us to maneuver sooner and adapt sooner in a time of unprecedented uncertainty.









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