Release Notes

Zap Helpdesk – Email to Case Some areas of user-guide are password protected. Email support@zapobjects.com from your official email address to request password. Solution Version: 12.0.1.9 [Latest]Dynamics 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: Nov 05, 2019 Solution Version: […]

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

“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, CRM 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

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