Zap Helpdesk App is a game changer solution in turning your OOB Dynamics 365 Customer Service module to an advanced Customer Support system competing in the likes of Zendesk or Freshdesk!
Our vision arises from the fact that Dynamics 365 for Customer Service is not a product but a super advanced platform.

The app has tons and tons of features and functionality which has been built over years of experience and feedback from our customers. Our team is constantly evolving the app with newer features added in every iteration.

Features:

Email to Case Plus

• Easy Configuration: No need for setting up of complicated “record creation and updation rules”
• Automatically copy Email body to Case Description
• Ability to copy attachments to case
• Attach Case Customer to Account or Contact by matching email address of received email
• Ability to attach Cases even to Leads
• Advanced algorithm to match incoming customer email to an existing open case (OOB Pattern Matching or Tracking Token not reliable)
• Ability to automatically track emails sent from Support Agent’s Outlook to Customer (eliminating need for manual tracking)
• Forward to create New Case and automatically attach to Customer (original email sender)
• Create Contact from Unknown Sender (and intelligently set the Parent Account field too!)
• Email loop protection
• Email spam protection
• Automatically set default case field values, assign case, route case conditionally for newly created cases using Smart Rules Configurator
• Automatic Case Assignment (by tagged agent in email subject by Customer)
• Ability to setup external and internal email notifications (having customer email details as well as attachments)
• Ability to re-open an existing case or create a new case
• Matching inbound email address with Contact’s primary, secondary as well as tertiary email addresses
• Extract desired text from email to set case fields (*requires Zap Email Parser App)
• Test Run Feature (ability to do testing without the need of mailbox server side synchronization)

Case Management Plus

• Noise Free Communication History Compilation between Customer and Support Agent / Team (April 19)
• Quick attachment search from Attachment Viewer in Case form
• Compose emails faster by using built-in email editor with drag-and-drop attachments control embeded in Case form
• Quick Email Reply from Case form using Canned Responses
• Copy / Clone / Duplicate Case in 1-Click (*Requires Zap Copy Record App)

SLA Plus (April 19)

• Ability to track all SLA KPI’s from within the Case View
• SLA KPI to track timely support response to Customer (e.g. all Customer replies to be responded within 2 business hours)
• SLA KPI to track waiting time for Customer to respond (e.g. if Customer does not res