+-When a case is created from email then are the attachments saved to the case too? We often have a need to check the attachments received from the customer. It is very time consuming to search each email thread of a case to see if attachment exists.
Yes, there is a capability to copy email attachments to case notes. Besides we also have provided a section on the case form which can show you all the email attachments received from the customer in a summarized list format.
+-When I respond back to a customer query from my mailbox then the email is not tracked against the case. Similarly when my customer responds back to me directly, the email does not get tracked. Do I need to manually track these emails every time?
Zap Helpdesk App has an excellent feature called as “Forward to link an existing Case”. This allows forwarding the email to support queue and have it automatically tracked against the Case. Best practice would be that even though you are replying from your personal mailbox…ensure that the support email address is marked in the CC section of the email. Similarly if the customer too marks the support email address in either “To” or “CC” section then the email will be automatically tracked against the Case.
+-I need to set the case origin and case product (custom field) for all new cases created through my support email address. Does Helpdesk email-to-case support this?
Yes, absolutely. You can set the default values for Case entity fields like origin, priority, owner, etc in the configuration section. When a new case is created using Zap Helpdesk App, these fields would be automatically set.
+-How can i prevent email loops with Zap Helpdesk App? For example, when a customer is using an auto-reply or out of office responder that does not include the original subject with the unique case ID, an endless back and forth loop can be created. This could result in dozens of duplicate cases.
Zap Helpdesk App includes Email Loop Protection by default. When Zap Helpdesk creates a new case, it checks to see if a case with a similar subject and sender was created within the last X minutes. If yes, case will not be created and so no new email notification will be sent. This breaks the looping that could have occurred. You can configure X (minutes) in the helpdesk configuration. By default, 5 minutes is used. A value of 0 will disable this functionality.