When using out-of-box email-to-case, if you have checked the setting “Create record from email for unknown senders” then a new contact is created in CRM automatically when an email is received from unknown sender. However the contact’s parent account (company) is not set.

In an ideal scenario we would have liked some intelligent automation here…something like:

If an email is received from sender e.g. Smith Jones <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)
=> To take this automation one step further: System should also automatically link the newly created contact to account Walmart!
Basically the system should 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!!
Wouldn’t it be great if system could do all this?

Yes, and that’s why we have added this as a feature in our latest version of Zap Helpdesk – Email to Case App. Zap Helpdesk – Email to Case App provides enhanced helpdesk capabilities and works natively from within Dynamics 365 CRM.

Below are the new settings that have been added in Zap Helpdesk – Email to Case App configuration section:

Section Name: New Contact Creation Settings
Create Contact: Yes/No
Contact Owner: Select User Lookup (this setting is shown only when “Create Contact” is checked)
Contact Smart Matching: Yes/No (this setting is shown only when “Create Contact” is checked)

Once the contact has been created, the Helpdesk app will proceed with the rest of the logic for creating the case from email.

Zap Helpdesk – Email to Case App has been built with many years of experience and can help in making your support process very efficient!