The most common activity your agents do in your helpdesk everyday is handling the incoming requests from users. They need to be on their toes when a new case is raised and respond as quickly as possible. The only problem is, with so many cases coming in one after the other, it is not very easy to stay on top of their game.

The best way to make life easier is to configure an email notification which will be sent when a new case is created. You can also send an automatic response to your customer telling them that you are looking into this issue and that it will be resolved quickly.

Below are the most common email notifications that you would set-up when implementing Email-to-Case in Microsoft Dynamics 365 CRM:

Scenario 1: Customer sends email to support queue (support@mycompany.com) regarding an issue
1. Case gets created
2. Email notification is send to customer acknowledging about the new case creation
3. Email notification is send to support team informing them about the new case

Sample Email Notification for new case creation:
To Customer:

To Internal Support Team:


Here you will observe that the direct URL to the email record is also sent in the notification. The URL to the email record cannot be achieved using out-of-box CRM workflows. This has been custom developed in Zap Helpdesk – Email to Case App.

Scenario 2: Customer sends email to support queue regarding an existing case
1. Email gets automatically tracked to the existing case (by Zap Helpdesk – Email to Case App)
2. Email notification is sent to support team informing them about this new email received from customer.

Sample Email Notification for new email received from customer regarding an existing open case:
To Internal Support Team:

Here you will observe that the new email text of the customer email is also sent in the internal email notification. This cannot be achieved using out-of-box workflows. This has been custom developed in Zap Helpdesk – Email to Case App.

All the above scenarios have already been implemented in Zap Helpdesk – Email to Case App. All you need to do is select the email templates in the configuration settings.

Zap Helpdesk – Email to Case App enhances and extends the out-of-box standard email to case functionality.
The App has tons and tons of features that can help provide world class support experience to your customers. The below screenshot shows the email notification settings in Zap Helpdesk – Email to Case App “Configuration” section: