Zap Objects: Helpdesk App provides a very powerful Customer-Service functionality which has been built on top-of Dynamics 365 for Customer Service platform.

To get a high level overview of the Email-to-Case Support process using Dynamics 365 Customer Service, please refer our earlier blog: How to design a support process when using Dynamics 365 for Customer Service?

This blog talks about “Quick Response” feature which has just been released (Mar 2024)!
When agent is COMPOSING an email to respond back to Customer as a part of ongoing case communication, then “Quick Response” feature can do any or all of the following:
  • Auto-populate Email FROM Recipient (Can be Queue or user – based on helpdesk settings)
  • Auto-populate Email TO Recipient (will Customer + any additional recipients marked in the incoming email which created the case)
  • Auto-populate Email SUBJECT with Case Number & Case Title (as per the selected email template)
  • Auto-populate Email BODY with Signature + Full CLEAN History of email & portal communication
  • Allow adding of CANNED Responses
Thus allowing to QUICKLY COMPOSE an Email for a faster response to Customer!
When an Agent wants to reply to Requestor / Customer, he/she clicks “+ Email” button to compose a new email (as shown in screenshot below:)
Now the “New Email” form would open up…
Here,  there are multiple steps that need to be done:
– Change “From Recipient” to the Support Queue
– Select correct & possibly multiple Email Recipients
– Add Case Number in Email Subject
– Add case email history summary in email body (This is not must but a good to have feature. Most third party Customer Support systems like Zendesk / Freshdesk  have a functionality to extract the newer email responses from all incoming/outgoing emails and create a clean email communication summary… which they automatically attach to each agent response)
— Now Type-In the actual RESPONSE! —
Executing the above steps whenever trying to compose a new email is just such a waste of Agent’s productive time…
Using Zap Helpdesk “Quick Response” feature…all the above steps can be executed with just 1-Click of button…
We provide a “Quick Response” button on the email form (as can be seen from the screenshot below)… which you can click and have all the above steps executed!!
Adding Canned Responses:
Zap Helpdesk App allows you to configure pre-defined /saved responses… which agents can quickly select and populate within their emails.
To add a new Canned Response, agent would click the drop-down next to “Quick Response” button…then select “Insert Canned Response”. This will open the “Canned Response” pop-up form.
Next, agent can select the canned response and click button “Copy To Clipboard & Close”.
They can now paste the text within their email body as needed!!
Thus we can see that the “Quick Response” feature of Zap Helpdesk App can significantly boost agent productivity by allowing to compose responses faster!
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 (Mar 2024)

1. 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)

2. 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.

3. 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)

4. 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)

5. 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)

6. 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.

7. 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.

8. 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)!