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?

A very common request we have been getting from our Helpdesk customers is the “ability for Support Team to be notified for Case related events in Teams channel“. Below are some of the case related events where notifying the Support Agents would help:
– Case Assigned
– New Response Received for existing Case
– New Case Created
– Case Closed
– Follow Case Owner if any pending new response from Customer (after X Hours)

Zap Helpdesk App already has a built-in “Notifications Module” to notify Support team for the above events. These notifications could be in form of:

– Email Notifications
– In-App Notifications
– Push Notifications

We are happy to let you know that we have now (Jul 2024) added support for even generating Teams Notification for various case related events.

Below are the configuration steps in Zap Helpdesk App for enabling Case Notifications on Teams channel:
Step 1: Register an Azure App and provide the graph API permissions. For detailed instructions, refer our Knowledge Base.
Step 2:  Configure Team Authentication settings in Helpdesk App (Global Settings) record
Step 3: Configure Helpdesk App – Notification settings
Here we can select the Teams channel on which these notifications would be pushed and then enable the set of notifications that need to be shown.
Below screenshot shows “Notification Settings” form of Zap Helpdesk App:
Once done, these notifications would show up in Teams channel.
Thus you can see that its quite easy to configure the Notifications in Helpdesk App – its just plug-and-play type– no setting up of time-consuming FLOWS or WORKFLOWS.

Zap Recent Updates (July 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 (v68.0.1.9) :”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 25.0.1.9):
– 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 55.0.1.9):
– 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 36.0.1.9): 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 33.3.1.9): 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.