All posts by admin
Protected: Navigating the App (Sitemap)
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Getting Started – Designing a Customer Support process using Zap Helpdesk – Email to Case App
Refer blog: How to design a support process (email based) when using Dynamics 365 for Customer Service?
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”. […]
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 […]
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 […]
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 […]
Protected: Getting Started – Helpdesk Email-to-Case Setup
There is no excerpt because this is a protected post.
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 […]
“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 […]
