Zap Helpdesk – Email to Case2018-08-06T13:51:20+00:00

Zap Helpdesk – Email to Case

Boost Support agent productivity and provide best Customer Service experience for your Customers.

Zap Helpdesk – Email to Case App enhances and extends the out-of-box standard email-to-case functionality.

Some of the features are:

  • Powerful Email to Case capabilities
  • Ability to auto-link Cases to contact, account and even lead
  • Forward email to create a New Case and automatically link to the actual customer (by extracting the sender email address from email body text)
  • Automatic tracking of all email communication with customer to the case (no need to manually track each email)
  • Quick Email reply from Case form with embedded email editor and drag-and-drop attachments control (feature added July 2018)

The out-of-box email-to-case is very basic in terms of capabilities and far too complicated to set-up. Zap Helpdesk – Email to Case App makes setup process a breeze with its easy configuration process and helpful knowledgebase.

The app has tons and tons of features and functionality which has been built over years of experience and feedback from our customers. Our team is constantly evolving the app with newer features added in every iteration. In comparison, the out-of-box Email-to-Case… as the name suggests can only convert an incoming email to case.

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Product Features

  • Easy Configuration
    One-time easy set-up of helpdesk configuration. No need for setting up of complicated “record creation and updation rules”.

  • Automatically copy Email body to Case Description
    Zap Helpdesk copies the email body to the case description field. If the email body has HTML then it strips the HTML tags before copying over to create a clean case description.

  • Ability to copy attachments to case
    Zap Heldesk can copy over the attachments from email to case notes. There is also a filter setting to copy only those attachments that fall in the particular size range.

  • Quick attachment search from Attachment Viewer in Case form
    If your support team frequently receives multiple files from customers, then searching an attachment through all the related email activity records is very time consuming process. The App comes with case attachment viewer which allows complete visibility of all attachments related to the case. For details refer link.

  • Link Case Customer to Account or Contact by matching email address of received email
    Based on your business model (B2C/B2B), you have the flexibility to set the Case Customer to be either Account or Contact. We provide the below options:

    1. Account (Search Contact and link parent account) [This is the most used option]
    2. Contact (Search Contact only)
    3. Account (Search Account only)
    4. Search both Account & Contact
  • Ability to link Cases even to Leads
    When creating a new case, Zap Helpdesk can match the sender’s email address even against the lead database…if no matching contact or account is found. This can be useful if you receive sales enquires from your leads and want to track them as cases! For details, refer link.

  • Track all customer email communications automatically against the case (eliminate need for manual tracking)
    Zap Helpdesk can extract the case number from email subject and automatically link the email to an existing case. This way all email communication with customer is automatically tracked against the case. For details, refer link.

  • Forward to create New Case and automatically link to Customer
    If your customers frequently send support requests to your support agent mailbox (eg instead of genric support mailbox (eg. 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 original customer! For details, refer link.

  • Compose emails faster by using built-in email editor with drag-and-drop attachments control embeded in Case form
    Do you know how many clicks does your support agent go-through, in-order to send email reply back to customer from Case form? You can boost support agent productivity by upto 50% using built-in “Quick Email Reply” section provided by Zap Helpdesk App.
    For details, refer link.

  • Canned Responses for quick email reply from Case form
    Pre-defined or saved responses help facilitate faster replies to customer and boost agent productivity. Canned responses are super scaled down version of Dynamics 365 Email templates. You would use canned responses when you need to insert pre-typed text / sentences multiple times across your email. For details, refer link.

  • Create Contact from Unknown Sender
    Zap Helpdesk App can automatically create new contact from unknown sender when converting email to case. Further the parent account of this new contact can also be intelligently set by searching for a similar contact with matching domain. For details, refer link.

  • Email loop protection
    Email-to-case creation may get caught in to an infinite loop of new case creation and email notification, if the sender has an auto-reply or an out-of-office responder set. Zap Helpdesk has a built-in feature that allows detecting the looping pattern and breaking these loops. For details, refer link.

  • Email spam protection
    Spam is a major productivity problem everywhere. Zap Helpdesk App has a spam filter which allows exclusion of certain emails from case creation based on matching keywords (eg undeliverable, delivery failure, spam etc). For details, refer link.

  • Ability to define default values for newly created case
    Zap Helpdesk allows specifing default values for newly created case in configuration section. You can set values for case orgin, priority or any other case field using this feature.

  • Automatic Case Assignment (by matching keywords in email subject or by sender email address / domain
    Case can be automatically assigned to a user or team on creation based on smart rules (as shown in screenshot below):
    For details, refer link.

  • Automatic Case Assignment (by tagged agent in email subject by Customer)
    Case can be automatically assigned to a user based on user-macro as specified in email subject.

    Sample email subject: need help in importing leads
    Modified sample email subject with user-macro: need help in importing leads @@sam

    The newly created case (from email-to-case) will have owner as Sam Cary. For details refer link.

  • Ability to setup external and internal email notifications
    In Zap Helpdesk configuration section, there are multiple options provided to select the email templates for external and internal email notifications. The internal email notifications can be sent for new case creation as well as new communication received from customer regarding an existing case. Additionally, the internal email notifications can also have the new response text received from customer, along with direct links to CRM Case as well as email activity record (which is not possible to achieve using out-of-box workflows). For details, refer link.

  • Extract desired text from email to set case fields
    Parse email to automatically set case customer, title, description, priority, origin, owner and any other field on case form. (*requires Zap Email Parser App)

  • Matching inbound email address with Contact’s primary, secondary as well as tertiary email addresses
    Out-of-box email-to-case searches only contact’s primary email address field. This can result in invalid case customer if email address is contained in the contact’s alternate email address fields. Zap Helpdesk matches incoming email address with not only the default primary email field but also secondary email address2 and email address3 fields.

  • Ability to re-open an existing case or create a new case
    In Zap Helpdesk, if an email communication is regarding an existing case, then you have the option to either re-open the case if it was already closed or create a new one. This is controlled via configuration settings.

  • Detailed Event logging for easier troubleshooting
    With 100’s of cases getting created in CRM, troubleshooting an issue is very painstaking as you may not be able reproduce a particular scenario again! With Zap Helpdesk detailed event logging, you will find it very easy to just check the event logs, whenever you suspect an anomaly!

  • Test Run Feature
    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…

Feature Comparision

Feature ComparisionStd. Email-to-CaseZap Helpdesk Email-to-Case
Copy Email body to Case Description field
Copy Email Attachments to Case
Quick Attachment Search from Case form
Quick reply from Case form using Canned Responses
Drag-and-Drop Attachments for Quick email reply from Case form
Link Case Customer to Account or Contact
Link Case even to Lead
Track all email communications to Case automatically
Forward to create New Case and link to original sender
Set Case flag if new email response received from customer
Create Contact from unknown sender
Email Loop protection
Email Spam protection
Set default Case fields on creation
Automatic Case Assignment based on keywords in email subject or body
Automatic Case Assignment based on sender email domain or email address
Automatic Case Assignment based on tagged user in email subject
Enable / disable Internal and External email notifications
Ability to re-open existing Case
Event logging for detailed diagnosis
Test Run feature to do testing without need of server-side synchronization
Extract desired text from email to set case fields (priority, owner, description, title, etc)
(*Requires Email Parser App)

General FAQ

Can I trial Zap Apps?2018-04-19T17:08:07+00:00

Yes, all our Zap Apps come with a 15-day trial. Please note that there is no functional difference between trial and licensed version.

How do I start trial?2018-05-16T18:39:54+00:00

Download and install the app solution file. Browse to Zap Apps >> Zap License to open the license registeration page (Refresh the page, if “Zap Apps” is not visible in sitemap). Fill-in the details and click “Register” button.

This will automatically start your 15-day trial. Feel free to email if you have any questions.

How do I purhcase a Zap App?2018-04-19T17:10:23+00:00

You can purhcase any of Zap Apps from our online store. If you have already taken the trial then just let us know your CRM organization name and we will activate the trial to paid license online (no need to uninstall and reinstall the solution).
If you have not yet installed the solution in production then proceed with installation and registeration… once done let us know the CRM organization name.

How do I find number of enabled CRM Users?2018-04-19T17:08:36+00:00

All our apps are licensed by user-tier which is based on the total number of enabled CRM Users. To find the enabled CRM users, browse to Settings >> Security >> Users and change the view to Enabled Users.

How do I get license for free Zap Apps?2018-04-19T17:10:40+00:00

Zap Objects offers few apps as free for commercial use. In-order to get your free license, register the license profile online. (Refer licensing KB articles for more info)

Zap Helpdesk FAQ

When a case is created from email then are the attachments saved to the case too? We often have a need to check the attachments received from the customer. It is very time consuming to search each email thread of a case to see if attachment exists.2018-03-07T18:39:15+00:00

Yes, there is a capability to copy attachments from received emails to case notes.

Further, in-order to help with the email attachments, we have also provided a section on the case form which can show you all the email attachments received from the customer in a summarized list format.

When I respond back to a customer query from my mailbox then the email is not tracked against the case. Similarly when my customer responds back to me directly, the email does not get tracked. Do I need to manually track these emails every time?2018-01-27T13:22:31+00:00

Zap Helpdesk App has an excellent feature called as “Forward to link an existing Case”. This allows forwarding the email to support queue and have it automatically tracked against the Case. Best practice would be that even though you are replying from your personal mailbox…ensure that the support email address is marked in the CC section of the email. Similarly if the customer too marks the support email address in either “To” or “CC” section then the email will be automatically tracked against the Case.

I need to set the case origin and case product (custom field) for all new cases created through my support email address. Does Helpdesk email-to-case support this?2018-01-27T13:24:26+00:00

Yes, absolutely. You can set the default values for Case entity fields like origin, priority, owner, etc in the configuration section. When a new case is created using Zap Helpdesk App, these fields would be automatically set.

How can I prevent email loops with Zap Helpdesk App? For example, when a customer is using an auto-reply or out of office responder that does not include the original subject with the unique case ID, an endless back and forth loop can be created. This could result in dozens of duplicate cases.2018-01-27T13:29:08+00:00

Zap Helpdesk App includes Email Loop Protection by default. When Zap Helpdesk creates a new case, it checks to see if a case with a similar subject and sender was created within the last X minutes. If yes, case will not be created and so no new email notification will be sent. This breaks the looping that could have occurred. You can configure X (minutes) in the helpdesk configuration. By default, 5 minutes is used.

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Customer Testimonials

An absolute must have for any Support Team that deals with inbound Email
In deploying Case Management for an organization that receives >70% of their support cases from inbound email we were struggling with email-to-case that comes out-of-box with dynamics. When we found Zap Helpdesk App not only did it meet our needs for the creation of cases from inbound email to case processing, but the extra capabilities from their spam protection to notes attachment viwer completely streamlined the way our Support Reps manage their day.

We are extremely pleased and highly recommend the product for solving your incoming email problems.

Ben Walter

Helpdesk App fixes huge and obvious deficiencies in Dynamics – the ability to automatically link an email to a case even if the subject text has been modified, and displaying all attachments on the case form. But there are bunch of less obvious cool features, for example Helpdesk App allows us to forward customer email to create new case and automatically link the customer to case (they cleverly extract the customer email address from email body text).

And as many have mentioned, the support from Zap team has so far been outstanding!

Susie Killburn

Easy to use and filled many gaps
As soon as we started using dynamics email-to-case, we notices process gaps with email. Helpdesk app was easy to install and configure. We found great help in the Knowledge Base and when we did need support great responses from the team. The automatic tracking of all our email communications with the customer was the best part (we had struggled a lot before we found this app).

William Henry

Very useful application!
I came to know about helpdesk app after using the standard Email to Case feature which isn’t useful at all!
The app makes the Case process much smoother.
Their support team is very professional and I always got very quick response
I’d recommend them for anyone needing email support in Dynamics 365.

Chris Parker

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