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 […]
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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 – […]
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 […]
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 […]
How to dynamically filter report records by Owner of Scheduled record (RS Config record)?
To filter record dynamically based on Owner of RS Config record: Use filter condition: Owner [Equals Current User] in the report.
Bulk Report Scheduling
How to schedule a single report to multiple users such that each user only receive their own records? Typical requirement of CRM Administrator: I have a Sales team of 15 Sales Managers and need to send them report of “Opportunities nearing Close date” every week. However please note that each sales manager should receive only […]
Setting up Internal Company Helpdesk using Zap Helpdesk – Email to Case App
A helpdesk does exactly what its name suggests: it’s there to help you when problems arrive. Typically those are of a technical nature; you need someone to troubleshoot the printer or help you get access to a new system. Every day we rely on helpdesks to solve user issues such as help with troubleshooting our mobile phone or […]
Release Notes
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FAQ
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