High Level Features in Helpdesk App (prior to 2022 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 2022 build:
- Noise Free Email + Portal History
- Update Email (Ability to respond back to Requestor with full history of email and portal communication threads) – Most asked feature!
- Notifications Module + Integration with Zap Notifications
- Email Recipients Section + ability to use these recipients in custom workflows (for sending email notifications)
- Tracking Case Field Changes
- Send Case creation acknowledgement email to Requestor based on business or calendar hours.
- Recent Case Updates (Easily know which Cases have new updates and what those updates are)
- Email Commands – perform activities on a Case directly from your email inbox, without having to login to your Dynamics 365