A super major version of Helpdesk App was released in March 2022. There are some fundamental changes in how Helpdesk App functions and this requires some additional configuration steps. Since we still have many enterprise customers still using the older helpdesk version… we decided to create a separate section of KB articles for Helpdesk builds post Feb 2022.
If you are using Helpdesk solution build prior to Feb 2022 then please note the below points:
- You can import the latest build directly over existing Case solution. (don’t need to uninstall existing version)
- There are some fundamental changes in how the new build works… so there are lots of additional settings that needs to be configured.
- Please feel free to email support@zapobjects.com if you need assistance with the upgrade.
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To request trial, please follow the below steps:
Step 1: Request solution file: Email support@zapobjects.com to request solution file.
Please mention:
– Company Name:
– Contact Phone:
– Need Demo: Yes / No
– Requirements in brief:
You can expect a response within 1-business day. Please use only official email address for communication.
Step 2: Import the solution file.
Step 3: Activation of 15-day trial:
Browse to Settings >> Zap Apps and open Zap License. Register the profile online, to start 15-day trial. (Refer Licensing KB articles for more info)
Feel free to email support@zapobjects.com if you have any questions.
Some areas of user-guide are password protected. Email support@zapobjects.com from your official email address to request password.
Solution Version: 56.2.1.9 [Latest]
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: June, 2023
Updates: Compatible build for Dynamics 365 2023 Release Wave 1.
An issue was discovered with the In-App notifications feature after release wave 1 update. This build fixes this issue.
Solution Version: 56.1.0.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Apr 18, 2023
Updates:
1. Fix for displaying email signature in quick email reply panel.
Solution Version: 54.0.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Dec 01, 2022
Updates:
1. Case History tab has now been made available even for Dynamics 365 mobile app.
2. UI fixes for custom drop-down controls in configuration forms.
3. Search capability added to “Recent Case Updates” panel
Solution Version: 53.0.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Sep 26, 2022
Updates:
1. Major improvements in Recent Case History. Now users can selectively dismiss the notifications. For details, refer blog.
2. Bug Fix for Zap Email Reply tab – Email Signature not getting populated
In 2022 Release Wave 2, Microsoft has added few tags to the email signature. When we programmatically populate email signature in “Email Reply” then those tags are incompatible and result in “email signature” not getting populated. This has now been fixed.
3. New Agent Email Notification – on Case Closure
4. New Requestor Email Notification – On Case Creation (Not through Email2Case): This could be used for cases created manually. //Please note that the field zap_applicablequeue needs to be populated before the case has been created.
5. Added field “Conversation Count” to Case entity. This number will be incremented every time a email or portal comment is created (in Zap Case History). So now just by looking in to Case View…agent can see which cases are having the most interactions.
6. Compatibility added for German Language
7. Support for Email Engagement features
– Ability to follow recipient activities when responding from Zap Email Reply section
– Ability to follow recipient activities for automated email notifications (eg auto-response on new case creation)
– Email Engagement Analytics will now be shown even in Zap Email History tab
8. Bug Fix: Earlier new Case was not created if email received regarding existing closed case which is set to NOT Re-Open. Now new case will be created if existing can’t be re-opened.
9. Licensing enhancements – Displaying license validation errors in licensing page, ability to notify admin (and additional users) on license validation failure.
Solution Version: 49.0.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Jun 17, 2022
Updates:
1. Fix for email domain truncation issue.
2. Fix for creating case history even when creating case by running onDemand workflow
Solution Version: 47.3.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: May 02, 2022
Updates:
1. Ability to bulk copy all Zap Helpdesk Email templates and then customize as per your needs.
2. New approach to store and retrieve Case Field changes (this should speed up the retrieval of case history)
Solution Version: 45.0.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Mar 09, 2022
Updates:
1. Sending out of office hour email to requester for existing open case
2. Added OOH feature to send email notification on reopen case
3. Fixed “To recipient issue” when no recipient selected – QER
4. Improving loading time for Case Updates functionality
5. Showing Email Subject in case history panel (except for Notification emails)
Solution Version: 44.1.1.9
Works with: Dynamics 365 v9
Dynamics 365 Supported Versions: This version supports Dynamics 365 v9 and is compatible with Unified Interface forms. Works for Online as well as On-Premise.
Release Date: Feb, 2022
Updates: First major version released
