Release Notes

This App will be released in April 2021. If you are an existing customer of “Zap Helpdesk – Email to Case (HD E2C)” App then please note the below points: App has now been renamed to Zap Helpdesk! (We have removed the text “Email to Case”… this is because the app can now do much […]

Read More

Overview of various Helpdesk Settings & High Level Steps to get started!

Overview of various Helpdesk related settings: The various Helpdesk App related settings are mainly categorized in to 4 areas: Email-to-Case Settings – Case Creation / Re-open – Linking of Case Customer to Account/Contact – Linking of email to existing Case – Fwd to new Case Settings – Email Parsing Important point to note here is […]

Read More

Setting up the Support Queue & Team

Organizing your Helpdesk using Queues You may be having multiple departments in your company. For example Billing, Finance, HR, Sales, Customer Support, Employee Support, etc. Each department could have different support agents, automation rules, SLA’s, business hours, workflows. You could organize your Helpdesk based on different departments that need to be serviced. These departments could […]

Read More

Organize / Add various Case fields and sections to Case form (which were added from Zap Helpdesk solution)

Below are the additional fields and sections added by Helpdesk solution: Section: History Panel This panel consist of 2 sections: 1. Conversations: Conversations are comments extracted from emails (incoming and outgoing) as well as portal comments. 2. History: This consists of: – Conversations: Email & Portal Comments – Tracking Case field changes – Tracking automated […]

Read More

Configuring Email-to-Case Settings

Few points to Note: E2C settings needs to be created for each Queue (for which email-to-case process is needed) Only 1 E2C configuration record can be created per queue. Browse to “Email-to-Case Settings” available within “Configuration Settings” and click New. Explanation of form fields: Section: General: Applicable Queue: Select the Queue for which “Email-to-Case” needs […]

Read More

Configuring Notification Settings (Email & Bell)

Zap Helpdesk App comes with certain built-in Notifications which can be used to notify customers (requesters) and support agents when certain events occur. The notification can be sent via email or shown in-app. Points to Note: Each Case record is linked to “Applicable Queue”. You can configure separate set of notifications for each applicable queue. […]

Read More