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 of configuration form:

Section :General

Name: Enter a unique name for the Email-to-Case configuration record.
Queue
: Select the support queue (or any queue for which helpdesk email-to-case needs to be configured)
Description: Comments (if any)

Section: Filter Settings

Domain: This is a semicolon seperated list of domains. Emails matching any of this domain would be excluded from case creation.
Email Addresses: This is a semicolon seperated list of email addresses. Emails matching any of these would be excluded from case creation.
Subject Keywords: This is a semicolon seperated list of keywords. Email subject having any of these matching keywords would be excluded from case creation. (e.g. spam, undeliverable, out of office, no reply, etc)
The above 3 settings help in reducing the spam cases.

Loop Time protection (in minutes) and Loop Count Protection (in number):
When using email-to-case, email loops can occur when the sender has an auto-reply set. In this scenario, Helpdesk will send a new case email notification and sender will reply back with an auto-reply. This back and forth emails can result in lot of unwanted cases created in CRM.
If email having same sender is received in CRM for 3 times within last 5 minutes then case will not be created for that received email. This setting helps in preventing infinite email loops. Default values for below fields are:
Loop Time Protection (in minutes): 5
Loop Count Protection (in number): 3
Ignore emails received older than X hours: if the time difference of email received and CRM time is greater than X hours then the case will not be created (for that email). If you are using an email router (which is deprecated from CRM 9.0 onwards), then it is possible that some older emails sync back in to CRM and can result in getting converted to cases. To avoid this scenario, you can use this setting…if X is 8 hrs then emails older than 8 hours will be excluded from case creation.
Ignore emails received in CC list: If this setting is checked then emails having queue email address in CC section will be excluded from case creation.

Section: Case Customer Settings

Link New Cases to:
Option 1: Account (Search Contact & link parent account) [Recommended]
Option 2: Account (Search Account)
Option 3: Contact (Search Contact)
Option 4: Contact-Account (Search Contact & then Search Account)
Option 5: Account-Contact (Search Account & then Search Contact)

Case.Customer will be set based on above setting. Option 1 matches the sender’s email address against the contacts in CRM and then links the case customer to the parent account of that contact. This is the most used option.

No Customer identified:
Option 1: Do not create Case
Option 2: Link to Dummy Account
Option 3: Link to Dummy Contact

Dummy Account: Create a Account with name “Dummy Account” and select it here.
Dummy Contact: Create a Contact with name “Dummy Contact” and select it here.
If no matching contact or account is found for the senders email address…then the Case.Customer will be linked to a Dummy Account or Contact based on above settings.

Linking Cases to leads in CRM:
If your support team often receives sales enquiries through email from prospects who already have been created as leads in CRM then this feature may be helpful to you.

Match Lead: Yes / No
If Yes then select the lead look-up (if you want to use this feature then create a custom 1..N relationship between lead and case entity. Add this newly created lead look-up to case form)
Zap Helpdesk App will set Case.Customer based on the Case Customer settings that have been selected above.
If no matching contact or account found in CRM, then the app can search for a matching lead based on email address.
If a match is found then the app will set that lead in the lead lookup (custom 1..N relation between lead and Case).

Section: New Contact Creation Settings

Explanation:
If this setting is checked then Zap Helpdesk App will create new contact if email received from unknown sender.

Please note the below points:
1. The App sets first name and last name as the email address. (as it is technically not possible to get the first and last name from email activity record)
2. If user’s personal setting (Create contact from sender of tracked email message) is enabled then CRM will automatically create the contact (and also have first name and last name populated) when an email is received from unknown sender.

Below is the logic that has been used for new contact creation:

If an email is received from sender e.g. <smith.jones@walmart.com> then:
=> Verify if Contact with matching email address exists? If No then…
=> Verify if a lead with matching email address and open status exists? If No then Create Contact. (by the way Zap Helpdesk App can also link the lead to the Case)
=> Now search for any other contact with same domain (walmart.com) and then extract the primary account (Walmart)…and link this newly created contact to this account!
=> Further (if possible)… also set the contact owner as the linked account owner!!

Create Contact if email from unknown sender: if checked then Zap Helpdesk App will create new contact if email received from unknown sender (no lead or contact with matching email found)
Contact Owner: This will be the owner of the newly created contact. If “Smart Contact Matching” is enabled then the contact owner will be over-ridden by the parent account owner.
Smart Contact matching: App will search for another contact with same domain and link the parent account of that contact with this newly created contact.
Exclude Email Domains (;): This is semicolon seperated list of email domains that need to be excluded when doing smart contact matching. (You don’t want to do smart matching for email addresses having common domains like gmail.com). This setting is enabled only when “Smart Contact matching” is ticked.

Section: Case Creation Settings

Case Title Prefix: The “Case Title” text will be pre-fixed with this text. Default text value is [Auto].
Title Text Size: Helpdesk App copies the email subject to the “Case Title” field of the newly created case. The text is truncated based on this value. Default value is 200 characters.
Case Description Text Size: Helpdesk App copies the email body text to Case Description of the newly created case. The text is truncated based on this value. Default value is 2000 characters.
Copy Attachments to Case: Helpdesk App can copy the attachments from email to Case notes. Optionally can also delete the attachments from email.
Assign Case to Queue: Select Queue to which the case would be moved on creation.
Remove Email from Queue: If yes, then the email will be moved out of the current queue after creation of the case.

Section: Case Creation – Default Values

You can select default values for Case origin, priority, owner or any other case field (except lookup). When new case is created from the app then these default values will be automatically set.
Click “new”
Then select the Default Value field (Case field) and then enter the default value.

e.g. To set Case origin as “email”:
Click “New” button. This opens up “Zap HD Default Value” form
Select “Default Value Field” as “Origin”
Enter “Default Value” as “email”

Please note that for a 2-option field…value can be true/false or yes/no or 1/0.

Section: Existing Case – New Email Received Settings

When an email is received in CRM regarding an existing case, Helpdesk App extracts the case number from email subject and matches against open or closed cases based on below settings:

Existing Case Check:
Option 1: Do not check. Create New Case always.
Option 2: Search for Case Number in all open cases (Case Number must be present in email subject)
Option 3: Search for Case Number in all open as well as closed cases (Case Number must be present in email subject) (Opetion 2 is selected by default)
Re-Open case closed: This field is shown when “Option 3” is selected in “Existing Case Check”.
Option 1: Always
Option 2: Within X Hours
X Hours: Enter X hours within which if email is received then the closed case will be re-opened. If time-difference is more than X hours then new case will be created. Default value is 48.
Remove Email from Queue:  If yes, then the email will be moved out of the current queue after re-opening of existing case.

Section: Forward to New Case Settings

If your customers frequently send support requests to support agent mailbox (eg agent1@zapobjects.com) instead of generic support mailbox (eg. support@zapobjects.com) then this “Forward to New Case” feature can come-in very handy!
“Forward to New Case” allows creating of a new case by forwarding the customer email to support mailbox. Zap Helpdesk then intelligently retrieves the customer email address from the forwarded email and links the case to the customer!

Below are the settings:

Forward Email Marker Text: #
Internal Domain: e.g. zapobjects.com //only emails received from this domain can use this “Forward to New Case” feature. If this field is left blank then no domain filter is applied to incoming email.

Let’s consider an example:

Step 1: Customer sent an email to agent personal mailbox instead of support@..
=================
email subject: laptop not starting up
=================

Step 2: Agent forwards this email to generic support mailbox (support@…).

=================
email subject: # FW: laptop not starting up @@mark.smith

email body:

From: Dan Cary [mailto:dcary@zipcart.com]
=================

Before forwarding this email, the email subject was tweaked as follows:
1. “#” marker was added…This helps Helpdesk App identify that this is a “Forward to New Case” feature
2. @@mark.smith was added. This is used to assign the case to a user.
Here “mark.smith” will be matched against email address of Users. This is optional. (for details refer User-Macro Settings)
Helpdesk will also validate the domain of the received email against the internal domain (zapobjects.com). So only users from internal domain (zapobjects.com) can use this feature. The validation will happen only if the “Internal Domain” has been specified.

Helpdesk App extracts “dcary@zipcart.com” email address from email body and matches against the contacts in CRM. The Case.Customer will be linked to the parent account of matching contact (based on configuration settings).

Section: Default Case Owner

Default Case Owner (User/Queue): This will be the default case owner.

Section: Automatic Case Assignment Settings

Case assignment based on User-Macro settings:

User Macro feature explanation: Auto-assigning case to support agent when an agent is tagged in email subject during email-to-case

Example: to assign the newly created case (from email-to-case) to user Sam Cary (sam.cary@zapobjects.com)…the email subject needs to have the user macro as shown below:

Original Email Subject: need help in importing leads in CRM
Modified Email Subject 1: need help in importing leads in CRM @@sam.cary@zapobjects.com
Modified Email Subject 2: need help in importing leads in CRM @@sam

When a new case is created using Zap Email-to-Case App, then the owner would automatically be assigned to user Sam Cary by extracting the user macro details from email subject.

We can observe the following points from above example: @@USERMACRO
1. @@ is the marker which tells the app that a user-macro has been added in email subject. This marker text : “@@” can be changed in the configuration section if needed.
2. The @@usermacro can be used anywhere (beginning/end) in the email subject.
3. The extracted text (USERMACRO) is matched with a User email address in following order:
a. Direct match with user email. Here “=” query is used.
b. If no match found in (a) then best match with user email. Here “like” query is used…so you don’t need to enter complete email address…partial email address will also do…eg @@sam

Explanation of the fields:

Enable: check-box to enable/disable user-macro functionality.
User Macro Prefix: default value is “@@”
Clear user-macro from Case title: The email subject is copied to case title when doing email-to-case. If this setting is checked then the user-macro text will be removed from case title.

Case assignment based on Customer preferred user settings:
This setting will over-ride default case owner settings.
The customer field in the case form is set to either Account or Contact.
Both Account and Contact entities have field “Preferred User” which is a lookup for User.
Zap Helpdesk App can dynamically get the “preferred user” from the Account/Contact of the Case.Customer and set that as the Case Owner. For this, select “Preferred User” in the Account\Contact dropdown.
Alternatively the Case owner can also be set as the owner of the Case.Customer field (account/contact owner). For this, select “Owner” in the Account\Contact dropdown.

Case assignment based on Smart Rules
Smart Rule based case assignment allows assigning cases to users or queue based on:
Option 1: Matching keyword in email body or subject
For example: you can create a rule such that all received emails having keyword “Helpdesk” will be assigned to “CRM Support” queue…where as emails having keyword “SharePoint” will be assigned to “SharePoint Support” queue.

Option 2: Matching email address or email domain of the sender
For example: you can create a rule such that all emails received from customer with domain “walmart.com” shall be assigned to User user1@zapobjects.com.

Case assignment based on Round Robin Algorithm
//// Please note that round robin case assignment works only in CRM on-premise.
Zap Helpdesk App can set the Case owner based on a round robin algorithm. For this functionality, create a new queue and add CRM users (to whom the case needs to be assigned). The newly created case will be assigned ownership based on the users in this queue (as per thier order in the queue)

Please note that the case owner assignment happens based on below priority:

  • Proirity 1: User-Macro specified in email subject
  • Priority 2: Case assignment based on customer preferred settings
  • Priority 3: Case assignment based on Smart Rules
  • Priority 4: Round-Robin case assignment

If case-owner is determined based on any of the above technique… then the below ones are ignored.

Section: Case Number field Settings

////Please ignore this section, if you are using out-of-box “Case Number” field and don’t have a custom auto-numbering defined for Cases./////

Zap Helpdesk App uses “Case Number” field as the primary key field which is unique across all cases. The standard out-of-box case number format is like “CAS-00034-Z7M9F7”. You also have the option to create a new field in case and have your custom auto-numbering defined on it. If you are using custom case auto-numbering then select that field in below setting:

Case Number Field: You can either use default “Case Number” field or any other custom case field (which has autonumber set)
Prefix (textbox): This is mandatory field
Select Suffix: Default suffix is “space”.
Exclude prefix-suffix from case number (checkbox): Yes/No. This tells helpdesk app whether prefix and suffix text are part of case number or not.

Helpdesk App uses the above settings to identify and extract the case number from email subject. Below are some examples of case number and corresponding values for above fields:

  1. Case Number is CAS-00034-Z7M9F7. This is the default format for value of “Case ID” field in CRM.
    Case Number Field: Case ID
    Prefix: CAS
    Suffix: Delimiter-Space
    Exclude Prefix-Suffix from Case Number (Checkbox): No
  2. Case Number is CAS1234
    Case Number Field: Custom Case field
    Prefix: CAS
    Suffix: Delimiter-Space
    Exclude Prefix-Suffix from Case Number (Checkbox): No
  3. Case Number is {{12345}}
    Case Number Field: Custom Case field
    Prefix: {{
    Suffix: }}
    Exclude Prefix-Suffix from Case Number (Checkbox): Yes

Section: Email Notifications – New Case – External

These settings control the email notifications sent to Customer on New Case Creation or opening of an existing closed case. This functionality works only when email template is selected. If no email template is selected then notification will not be sent.

Enable: Check-box to enable / disable this notification
Email Recipients
: Only Sender / All
CC Case Owner: Yes / No //This works only if Case owner is user. If Case Owner is a team then the team members will not be notified.
Additional Recipients – CC: semicolon seperated email addresses
New Case Email Template: Select email template (e.g. Zap – External Notification – New Case Creation). If no template, then no email notification.
Case Re-Open Email Template: Select email template (e.g. Zap – External Notification – Case Reopen)

Section: Email Notifications – New Case – Internal

These settings control the email notifications sent to Internal Team on New Case Creation. This functionality works only if the email template is selected. By default the Case Owner will be notified (assuming that the email template has been selected and Case Owner is a User).

Enable: Check-box to enable / disable this notification
Additional Recipients – To
: semicolon seperated email addresses
Additional Recipients – CC: semicolon seperated email addresses
Additional Recipients – BCC: semicolon seperated email addresses
New Case Email Template: Select email template (e.g. Zap – Internal Notification – New Case Creation)
Case Re-Open Email Template: Select email template (e.g. Zap – Internal Notification – Case Reopen)

Best practice: You can create an email distribution list for internal support team members. This distribution list can be set as value for “Additional Recipients – To:”. Whenever a new case is created, an email notification can go to all support team members, informing them of New Case.

Section: Email Notifications – Existing Case – Internal

These settings control the email notifications sent to Internal Team when a new email is received from a customer regarding an existing open case. This functionality works only if the email template has been selected. By default the Case Owner will be notified (assuming that the email template has been selected and Case Owner is a User).

Enable: Check-box to enable / disable this notification
Additional Recipients – To
: semicolon seperated email addresses
Additional Recipients – CC: semicolon seperated email addresses
Additional Recipients – BCC: semicolon seperated email addresses
Existing Case – New Communication Email Template: Select email template (Zap – Internal Notification – New Communication Regarding Existing Case)
Internal Team Recognition Settings:
Domain(;): Internal team email domain (eg zapobjects.com)
Email Address(;):

The Internal Team Recognition settings are used to identify whethere the email received in CRM is from Customer or not…
For example:
Customer sends email to support. This creates a new Case. A new case email notifcation is sent.
Now, Support agent replies to Customer and marks (support@..email address in CC)…In this scenario we don’t want to send the Internal email notification (since the email was sent by support agent)
Next, Customer replies back… In this scenario we want to notify the support team that a new email has been received from customer…
The way we identify whether the received email is from customer and not support agent is by checking the email domain of received email…
Internal email notification is sent only when Zap App recognizes that the email recieved in CRM is from customer…(and not from support agent)!

Best practice: Whenever a support team member is responding to a customer then mark support@.. email address in CC section. This will ensure that the email is always tracked against the case.

Section: Test Run

The classic approach to test email-to-case scenario is to send email to support queue and then wait for it to arrive in CRM…before it can be converted to case.
Zap Helpdesk App now has a “Test Run” feature which would allow you to test multiple scenarios instantly…right from within the configuration page…no more waiting…

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