Category: Zap Helpdesk (TBR: Dec 2021)

Email Reply Panel: Zap Helpdesk adds a custom “Email Reply” section to the Case form. Below shows the screenshot of “Email Reply” section: Below are the 3 different use-cases for using Email Reply section: Use-Case 1: Composing a New Email Use-Case 2: Responding to an Existing Email with last email response shown in trailing section […]

This major version of Helpdesk App will be released in Public preview in June 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 […]

High Level Features in Helpdesk App (prior to June21 build): Email to Case Fwd to New Case Spam Protection Re-Open Existing Case Email Parsing Quick Email Reply + Canned Responses Some of the new Features Added in June 21 build: Noise Free Email + Portal History Update Email (Ability to respond back to Requestor with […]

Check out the difference between existing Helpdesk solution (released prior to Dec 21) vs newly released (Dec 21) (link) Design your Support process (link) Overview of various Helpdesk related settings (link) Setup the Queues (and have them synced with Mailboxes/ Shared Mailboxes) (link) Assign necessary security roles to Users / Teams. (link) Configure Global 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 that email-to-case trigger point is when […]

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 […]

The below security roles are available: Zap HD Admin: This security role is needed for configuring Helpdesk settings. Please note that either “System Administrator” or “Zap HD Admin” security role is needed for configuring helpdesk settings. Zap HD User: This security role needs to be given to Support Agents (who are going to use the […]

Below are the additional fields and sections added by Helpdesk solution: Additional Fields: Applicable Queue (zap_hd_applicable_queue): For various Helpdesk features (like Case History, Case Email Reply, Case Email Recipients, Case field changes tracking, etc) to work… field “Zap Applicable Queue (lookup to Queue)” needs to be set. We automatically set this field for cases created […]

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: Tab:1:General: Applicable Queue: Select the Queue for which “Email-to-Case” process needs […]