We have observed that for our customers who receive heavy email-to-case traffic, it becomes very difficult to find / locate any case related attachments (whether in email or in notes).
Consider a scenario, when a support agent is on phone with customer and there is a mention of a file which was sent earlier by the customer. Now, in order to find this file (attachment), the support agent would need to scroll through all the case related email activities…then open each of the email activity record…browse to the attachments section…open the attachment…download it and then finally get to view it…This is an incredibly time-consuming process.
Here Zap Helpdesk – Email to Case App can help.
Zap Helpdesk – Email to Case App enhances and extends the out-of-box email-to-case functionality. The app has tons and tons of features. One of those is the “Attachment Viewer ” feature that provides the ability to view all the case related attachments in a summarized list view format(as shown in screenshot below).
Benefits of Case Attachments Viewer:
- Easy to use and download attachments
- Sort attachments by name or date created
- Click the subject to directly open the CRM record (email / notes)
- One click to download any attachment
Case Attachment viewer can eliminate all the unnecessary clicks when finding attachments in Case, making your support agents more productive.