Zap Objects – Helpdesk Email to Case App is the most comprehensive Helpdesk App built on top of Dynamics 365 for Customer Service platform. You will be amazed by the breadth and depth of functionalities it offers and how smooth your Support process can be! For more details, refer: How to design a Customer Support process when using Dynamics 365 for Customer Service?

In this blog, we will discuss different approaches that you could use in scenario when customer emails a case which has already been resolved by your support team:

Business Scenario: 
A customer creates a Case and after multiple back-and-forth email communications, your support team solves it and marks the status as “Resolved”!
Now the customer sees that your agent made a reply in her/his email with the correct answer.

Ow Goodie! This worked I shall thank the agent who helped me!

The customer will now reply to the email ‘ thank you for your help it worked! ‘

This is all awesome and epic but on the backside of the Case will be reopened and it’s more work for the agent to close it again!

This is very common scenario that every Support Team faces now and then!

Different Approaches that could be used: (when new email is received for an existing resolved case)

Approach1: Let the Case be re-opened by Customers email and then someone manually scans over such Cases and closes them.
This is quite laborious and will also mess up the re-open statistics!

Approach 2: Create a new Case automatically – ignoring the resolved case. Now if it’s just a thank you response then someone will close the case (this is a manual task). Further, if this is not a thank you but the customer’s issue is still not resolved… then you may need to add the existing resolved case as a child case of this newly created one. If you charge support to your customer based on number of cases then billing may result in unhappy customer…

Approach 3 (Recommended): If the email is received within X days (e.g. 2 days) then re-open the case. However if an email is received after X days then do not re-open the case. Instead a notification goes to the customer saying that “…since X days have passed (post case resolution), the case was not re-opened…Our support team will review your response and if you need further help then the case will either be re-opened or new case created!”. Further, a notification will also be sent to your support team that a new email response was received for an existing resolved case (which was not re-opened).

Approach 4: If the email is received within X days (e.g. 2 days) then re-open the case. However if an email is received after X days then create a NEW Case.

Our Zap Helpdesk App supports all the above approaches! You can configure as per what fits best as per your business needs.

If your business needs a different approach then what we offer…do email our support team and we could get in touch to see how we can help!!

For more details regarding Helpdesk App, check out Helpdesk App features page.

Please feel free to email if you have any questions or would like to schedule a demo!

Zap Recent Updates (Apr 2024)

1. New Version Released: Zap PSA Time Entry App (Track Time against Cases): Track and log time spent by support agents on cases directly from Case form (either using built in Timer functionality or manually add Start & End Times or duration)!

2. New Version Released: Zap Helpdesk App (v65.0.1.9) :”Quick Response” feature added to Dynamics New Email Form – allowing agents to compose email faster by auto-populating recipients, subject & body. (link)

3. Completely Revamped: Zap Attachment Viewer (with drag-and-drop) (v29.1.1.9): This release doubles the features available earlier!!! Some of them are Improved UI, gallery view with Image Zoom-In / Zoom-Out, rename file names, delete attachments, 1-Click Actions: attach to email / Zip & Attach to Email / Attach to New Note / Zip & Download etc,  View attachments from related records etc.

4. New Version Released: Zap Copy Record App (v
– Now CLONE Field Service Work Orders in 1-Click (link)
– Now schedule a record to be CLONED at a later date e.g. creating recurring opportunities (link) ; creating recurring maintenance cases (link)

5. New Version Released: Zap Notifications App (v
– Now generate even Push Notifications! (link)
– Send In-App Notification when User/s are mentioned in Timeline of any record (link)

6. New Version Released: Zap Report Scheduler App (v 2 new monthly scheduling options added. e.g. schedule report for FIRST Monday of every month / Last Friday of every month / First of every month / Last date of every month etc (link)

7. New Version Released: Zap Email Parser App (v Support for creating multiple parsing rules for same field. Example: Email address from within email body could be extracted by searching for labels: “Email:”, “Email Address:”, “E-Mail:” etc. Now you can create multiple parsing rules for same destination field.

8. New Version Released: Zap Calendar Pro (Team Calendar + Map Any Entity Data to Calendar):
– Display activities in Team Calendar – color-coded by Owner. (earlier you could display activities color-coded only by activity type).
– Ability to set any event (custom entity) as recurring.