When you set-up a support queue (configured with email like firstname.lastname@example.org) and activate email-to-case in Microsoft Dynamics 365 CRM, all the incoming emails to queue get converted to cases automatically. Also the customer email gets tracked against the newly created case.
Now most likely your support agent will exchange a series of email with the customer in-order to resolve the issue. However if the emails are sent from the support agent’s mailbox directly to customer then those emails will not be tracked automatically in CRM against the case (even though the mailbox server side sync settings are enabled). Also if your customer is replying to the agent directly then too the emails would not be tracked against the case.
It is very important that all the email communication with the customer is tracked properly against the case. At any point of time, this email history is an important source of information to understand the case issue and current progress (especially when multiple support agents may be working on the same case). Here, all support agents need to ensure that they are manually tracking each of these emails to CRM against the corresponding case. This is such a waste of productive time! Further, it is also difficult to ensure that all support agents are following this practice diligently.
How Zap Helpdesk – Email to Case App can help?
Zap Helpdesk – Email to Case App provides powerful email-to-case capabilities and works from within Microsoft Dynamics 365 CRM. The App has been built with many years of experience and keeps growing.
Zap Helpdesk App has a built-in algorithm to extract the case number from email subject and automatically track the email to the corresponding case. So, as long as the emails are Cced to the generic support address (email@example.com) and have case number in subject line…they would be automatically tracked to the corresponding case.
This way all email history will always be available from within the case! No more manual tracking needed!