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: 10.6.1.9 [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: March 23, 2020 Change Log: […]

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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 […]

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“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 […]

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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 […]

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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 […]

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