How “Quick Email reply” feature boosts support agent productivity:
Refer blog: Can you send email reply to Customer from case form in less than 5 clicks?
Using “Quick Email Reply” section in Case Form:
Refer blog: How to design a support process (email based) when using Dynamics 365 for Customer Service? (points 6,7,8,9)
Using Canned Responses for quicker email composing:
Refer blog: Boost support agent productivity using Canned Responses.
Pre-requisite step for using Quick Email Reply feature: Create a record in “Quick Email Reply User” Settings
Quick Email Reply User Settings:
When the “Quick Email Reply” email editor loads in case form, the fields (Email template, Email From, Email To, Trailing Email) would be automatically populated based on the values in “Quick Email Reply User” settings record.
To create “Quick Email Reply User” settings:
Browse to Zap Apps >> Quick Email Reply User Settings and click “New”.
Explanation of form fields:
Email Template: Select default email template. When the “Quick Email Reply” editor loads in case form, this email template would be applied automatically.
Recipient From Type: Value can be “User” or “Queue”.
If value is “User” then “From” Recipient in “Quick Email Reply” is populated by logged-in User.
If value is “Queue” then the Queue to which the email was received will be automatically populated. However this is not so straight forward…so let us explain how this works:
Fall-back Queue (Optional): If you have created only 1 Zap HD Configuration record…and always want the Queue in “Quick Email Reply Section” to be populated then select the Queue field here…(For scenario when Case was not created using Helpdesk App… we will populate the “From” Recepient from this selected Queue)
A new custom text field has been added in Case entity: Zap Preferred – From Recipient Queue Email. (ZP-FRQE)
When Case is created using Helpdesk App, we populate the Queue email address to this custom text field(ZP-FRQE).
When any user manually selects a Queue in “From” Recipient field in “Quick Email Reply” section, then this custom text field (ZP-FRQE) is again updated with that Queue Email Address.
Now, when any User comes to Quick Email Reply Section, then the “From” Recipient is automatically populated with Queue based on email address stored in this custom text field (ZP-FRQE).
However in scenario when the Case was not created using Helpdesk App… this custom text field would be blank. So Queue would not be automatically populated. A work-around could be that you could create a Smart Rule which populates this custom text field(ZP-FRQE) with the Queue email address!
Default Email Action: Reply / Reply All / Forward
Remind if no case number in email subject: Yes / No
Email Recipients – Do not repeat: Yes/No
Email Recipients – Entities to exclude(;): This is semicolon separated logical name of entities. (This setting seems to be causing some issues and will be deprecated in future release…so ignore this setting for now)
Email Recipients – Format Display: Name / Email Address / Name + Email Address
Common issues with “Email Recipients” that is being displayed in “Quick Email Reply” section:
An Email address may be associated with multiple records in Dynamics 365…(as shown in screenshot below):
So when you are viewing email or using Reply/Reply All/Forward feature then those multiple records will be shown…instead of User Name + Email Address (This is actually the default behaviour of Dynamics 365). The above “Email Recipients” settings help in resolving these issues.
Reset flag for: New Response:
Whenever a new email response is received from Customer… this flag “New Response” (which is on Case form) is set.
This can be helpful in identifying which all Cases need to be action-ed. You could create a View and filter out the Cases for which this flag is set. In Helpdesk solution, we provide a view “Zap Sample View – Active Cases with New Response”… which shows the cases which have this flag “New Response” set!
So whenever a Support agent has responded back to Customer or taken an action… then it would be important to reset this flag.
There are 3 ways to reset this flag:
A. In Case View or Form… there is a button “Mark Read” that we provide… Clicking on this button will reset this flag. (Please note that this button “Mark Read” is provided in a separate solution and is not part of Helpdesk solution)
B. If you want to reset this flag automatically when Support agent is responding using “Quick Email Reply” then just enable configuration setting “Reset flag for: New Response”
C. Another option is to add this field on form… and manually uncheck this field.
Automatically add Case Number in Email Subject: Generally for every Case raised… there would be some back and forth communication between Customer and Support Agent. In-order to track all the email communication correctly to Case… it would be better to have the Case Number in email subject!
If this setting is enabled… then when responding using “Quick Email Reply”… automatically the Case Number will be added to email subject (if no case number present).
Automatically select last email from Customer: In Quick Email Reply… you can select a trailing email… and automatically the email recipients would be selected in the “From/To/CC” section based on whether “Reply/Reply All or Forward” has been selected…
If this setting is enabled then last email received from Customer will automatically be selected (and all other fields like From/To/CC/Subject also populated)
There would be 2 other settings that need to be filled-in:
Internal Domain(;) and Internal Email Addresses (;)
It would be important to specify value in at least 1 of the above settings.
This value is needed in-order for Helpdesk App to recognize whether the incoming email was from Customer or Support Agent.
QER – Case Status (Default): You can update “Case Status” too when responding using “Quick Email Reply”. If you want a value in this field to be selected by default then can select here.
Settings applicable to (User): This is optional field. If no user is selected, then this setting will be applicable for all users. You can create multiple “Quick Email Reply User ” settings record!
When the Quick Email Reply section opens up (in case form), then the default values will be loaded (for email template and Recipient – From fields) based on below preference:
we first look for a user specific setting…if none found then we pick the setting which does not have user field populated.