High Level Steps

Step 1: Go through the sample email-to-case process as explained in blog: How to design a support process (email based) when using Dynamics 365 for Customer Service? Step 2: Set up Mailbox (can be shared mailbox too) e.g. support@zapobjects.com Step 3: Set up the Queue (e.g. Zap Support Queue having incoming email address as “support@zapobjects.com”. […]

Read More

Known Issues

Known Issues: 1. Report Scheduling is not supported for On-Premise Environments Word-Around: You can use “View Scheduling” feature. 2. We have found that Report Scheduling does not work across online environments which are having Single Sign On setup… To verify… setup the authentication settings in Zap RS Authentication Setup page… and verify if  “Test D365 […]

Read More

Getting Started – Setting up the Support Queue (with a mailbox)

This is a pre-requisite step for configuring Zap Helpdesk! Create a Public Queue (e.g. Zap Support) in Dynamics 365 which will receive the emails from a mailbox address (e.g. support@zapobjects.com) We will be setting up the mailbox of this support queue as a shared mailbox (in Microsoft Office 365) (you can also use an actual […]

Read More

Getting Started – Security Roles

The below security roles are available: Zap HD Admin: This security role is needed for configuring Email-to-Case. Please note that either “System Administrator” or “Zap HD Admin” security role is needed for configuring Email-to-Case. Zap HD User: This security role is needed for using Quick Email Reply section (on Case form). This role will allow […]

Read More

Points to note when using report filters

1.  The value from report filters is populated in field “Report Default Filter” in RS Configuration record…when the record is saved first-time. You can modify this XML to change certain values…Eg if you have a filter in report “last X days”…then you can edit the value directly in this field. 2. If the filter is […]

Read More

“Quick Email Reply” feature explanation

How “Quick Email reply” feature boosts support agent productivity: Refer blog: Can you send email reply to Customer from case form in less than 5 clicks? Using “Quick Email Reply” section in Case Form: Refer blog: How to design a support process (email based) when using Dynamics 365 for Customer Service? (points 6,7,8,9) Using Canned Responses for quicker […]

Read More

Creating / Modifying Canned Responses

Pre-requisite Step: To create / modify canned responses, user needs to be given security role: Zap HD User. Creating / Modifying Canned Responses: To create / modify canned responses: Browse to Settings >> Zap Apps >> Canned Responses To create / modify canned response – categories: Browse to Settings >> Zap Apps > Categories – […]

Read More

How to know if new email response has been received for a Case?

Whenever a new email is received for Case…Helpdesk App will do the following: Set the field: Case.New Response to True. (Please note that this field is also set to true for a New Case).You can create a new Case View and have it filtered by condition: New Response = True. Helpdesk solution also contains a […]

Read More

New fields added by Helpdesk App in Case form

Below are the new fields added to Case entity by Helpdesk App: Sender Contact (Contact Lookup) “Sender Contact” is a custom contact lookup field added to Case form in “Case Details” tab of “General” section. Zap Helpdesk App extracts the sender’s email address from incoming email and searches the Contact database for a matching contact […]

Read More