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. 2016 / Dynamics 365 Online or On-Premise Version: 2.0.2016.0009 Release Date: 24-July-2018 Notes: Minor bug fix in Quick Email Reply section. 2016 / Dynamics 365 Online or On-Premise Version: 2.0.2016.0008 Release Date: […]

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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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Getting Started – Helpdesk Email-to-Case Setup

Once generic Support Queue (e.g. support@…) has been set-up and emails are being received in CRM as queue-items (as in screenshot below)… then next step would be to configure Helpdesk – Email-to-Case. (to send / receive emails from queue…enable server-side synchronization) Browse to Settings > Zap Apps > Zap HD Configuration and click “New”. Explanation […]

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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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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 […]

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