A super major version of Helpdesk App was released in March 2022. There are some fundamental changes in how Helpdesk App functions and this requires some additional configuration steps. Since we still have many enterprise customers still using the older helpdesk version… we decided to create a separate section of KB articles for Helpdesk builds post Feb 2022.
If you are using Helpdesk solution build prior to Feb 2022 then please note the below points:
- You can import the latest build directly over existing Case solution. (don’t need to uninstall existing version)
- There are some fundamental changes in how the new build works… so there are additional settings that needs to be configured.
- Please feel free to email support@zapobjects.com if you need assistance with the upgrade.
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To request trial, please follow the below steps:
Step 1: Request solution file: Email support@zapobjects.com to request solution file.
Please mention:
– Company Name:
– Contact Phone:
– Need Demo: Yes / No
– Requirements in brief:
You can expect a response within 1-business day. Please use only official email address for communication.
Step 2: Import the solution file.
Step 3: Activation of 15-day trial:
Browse to Settings >> Zap Apps and open Zap License. Register the profile online, to start 15-day trial. (Refer Licensing KB articles for more info)
Feel free to email support@zapobjects.com if you have any questions.
Some areas of user-guide are password protected. Email support@zapobjects.com from your official email address to request password.
Solution Version: 68.0.1.9 [Latest]
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Jul 10, 2024
Updates:
– Email Reply Form: Fixed issue – sometimes email content did not load in “Email Reply” section (this was due to some unexpected syntax in inline images)
– Email Reply Form: Now warning message will be shown – onClick of “Send” button when attachment has been added but not uploaded.
– OOB Email Form: Quick Response – some new features added e.g. Now even “Last Response” can be populated in New Email form
– Notification Settings: Ability to load sample messages for notifications e.g. if you decide to use “Agent Notifications (Push)” then you can click button “Populate Sample Messages” which will auto-load sample messages for all notifications in that tab. This will help you get started quickly with the configuration.
– New additional Managed solution released which has just 2 case forms: “Enhanced Full Case Form” and “Case for Multisession Experience form”. Here we have added the Zap fields… which are needed for Helpdesk App.
Please note that in the default helpdesk solution, we already have the Zap fields added to the default case forms: case, case for interactive experience.
– When link is clicked from within History or Email Reply tab – it will open up in new tab of same window (in Customer Service Workspace App)
Solution Version: 67.0.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Apr 10, 2024
Updates:
1. Merging of Case History: When cases are merged, we now support:
– Moving of Email Sent / Received history (from sub-ordinate cases) to the parent Case (notifications related email history is not moved).
– Moving of Notes History to parent Case.
– Optional ability to update regarding of Emails (from sub-ordinated cases) to new Case.
Below 2 settings have been introduced in Global Settings:
2. Support for scenario: When new email is received from Customer for a closed case… then do not re-open case… but send acknowledgment email back to customer as well as notify case owner / support team. Below new option set value “open if within X hours – otherwise do not create new case” is added as shown in screenshot below:
Also new notifications settings added:
(in tab: Requestor Notifications)
(in tab: Agent Notifications (email))
(in tab: Agent Notifications (In-App / Bell))
(in tab: Agent Notifications (Push))
Solution Version: 65.0.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Mar 06, 2024
Updates:
1. You can now use Out-of-box email form to reply and get the same benefits as our custom built “Email Reply” feature. (link)
2. We can now change the case status automatically even when agent is responding to customer from outlook. (Email-to-Case Settings => Existing Case Check => “New Support Team response (external email sent) for Open Case”)
Solution Version: 61.0.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Jan 11, 2024
Updates:
1. When an email is received in system twice – once from Support Mailbox and another from Sender’s mailbox through server side sync… then Case is not created because we check for duplicate emails (email with same message id). This scenario can happen when someone from your company (who has server side sync enabled) sends and email to your Support Queue.
This has now been resolved.
2. When using “Email Reply” section… if you are using an email template then the attachments from the template are not loaded in the “Email Reply” section. This has now been fixed.
Solution Version: 60.0.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Jan 2, 2024
Updates:
1. In Case History, we will now be tracking even case close & re-open. This needs to be enabled in “Global Settings” as well as “Additional Case Settings – History Settings”. You will need to add these new types to History Settings – “Configure History Type” too. Further, this needs to be added to Recent Case Updates Config – Recent Case Update Type setting.
2. Agent notifications can now be sent to even the Case Followers. For example when a case is reassigned or new email response is received for an existing case… then we generally notify the Case Owner or Support Team. Now, you can also notify the Case followers.
Pre-Requisite 1: User will need to follow the Case… by clicking the “Follow” button in Case form.
Pre-Requisite 2: In Notification Settings… select the checkbox for “Include Followers” in tab “Agent Notifications” for whichever notifications you need to notify the followers too.
3. Added Push Notifications.
Zap Helpdesk App has a number of agent notifications built-in: For example: New Case Created, New Email Received for existing Case, Case Assigned, Case Closed, Follow-up if no response sent within X hours, etc.
These notifications could be sent as Email or In-App (Bell). In this latest version, we have added the support for sending even push notifications. (Push Notifications are the notifications which are sent to the mobile of users how have installed Power Apps).
4. Ability to disable Case creation for particular queue. e.g. scenario – you want customers to create new case only through portal. however want the email-to-case functionality to work fine for an existing open case.
Solution Version: 56.2.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: June, 2023
Updates: Compatible build for Dynamics 365 2023 Release Wave 1.
An issue was discovered with the In-App notifications feature after release wave 1 update. This build fixes this issue.
Solution Version: 56.1.0.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Apr 18, 2023
Updates:
1. Fix for displaying email signature in quick email reply panel.
Solution Version: 54.0.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Dec 01, 2022
Updates:
1. Case History tab has now been made available even for Dynamics 365 mobile app.
2. UI fixes for custom drop-down controls in configuration forms.
3. Search capability added to “Recent Case Updates” panel
Solution Version: 53.0.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Sep 26, 2022
Updates:
1. Major improvements in Recent Case History. Now users can selectively dismiss the notifications. For details, refer blog.
2. Bug Fix for Zap Email Reply tab – Email Signature not getting populated
In 2022 Release Wave 2, Microsoft has added few tags to the email signature. When we programmatically populate email signature in “Email Reply” then those tags are incompatible and result in “email signature” not getting populated. This has now been fixed.
3. New Agent Email Notification – on Case Closure
4. New Requestor Email Notification – On Case Creation (Not through Email2Case): This could be used for cases created manually. //Please note that the field zap_applicablequeue needs to be populated before the case has been created.
5. Added field “Conversation Count” to Case entity. This number will be incremented every time a email or portal comment is created (in Zap Case History). So now just by looking in to Case View…agent can see which cases are having the most interactions.
6. Compatibility added for German Language
7. Support for Email Engagement features
– Ability to follow recipient activities when responding from Zap Email Reply section
– Ability to follow recipient activities for automated email notifications (eg auto-response on new case creation)
– Email Engagement Analytics will now be shown even in Zap Email History tab
8. Bug Fix: Earlier new Case was not created if email received regarding existing closed case which is set to NOT Re-Open. Now new case will be created if existing can’t be re-opened.
9. Licensing enhancements – Displaying license validation errors in licensing page, ability to notify admin (and additional users) on license validation failure.
Solution Version: 49.0.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Jun 17, 2022
Updates:
1. Fix for email domain truncation issue.
2. Fix for creating case history even when creating case by running onDemand workflow
Solution Version: 47.3.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: May 02, 2022
Updates:
1. Ability to bulk copy all Zap Helpdesk Email templates and then customize as per your needs.
2. New approach to store and retrieve Case Field changes (this should speed up the retrieval of case history)
Solution Version: 45.0.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Mar 09, 2022
Updates:
1. Sending out of office hour email to requester for existing open case
2. Added OOH feature to send email notification on reopen case
3. Fixed “To recipient issue” when no recipient selected – QER
4. Improving loading time for Case Updates functionality
5. Showing Email Subject in case history panel (except for Notification emails)
Solution Version: 44.1.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Feb, 2022
Updates: First major version released
