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Hello,
I am new at Dynamics365 suite and I have a question if it possible to create manually cases if needed from some emails received at my personal mailbox or other shared mailboxes that i am member.
I have created a queue and an automatic case creation at our support email address, but there are some cases that our customers send email at my personal email address or at other company email addresses and i need an easy way to create a ticket from these emails, manually.
Is that possible?
I found solution using the integrated app for outlook mentioned above. It works like a charm, i can convert email to cases from outlook easily and i can track cases from outlook.
Hi Charis... This functionality is not in-built in Dynamics 365...you will need to purchase Zap Helpdesk Email-to-Case App for this...(which needs to be installed in your Dynamics 365 env)
This is exactly what i need. How do I enable that feature?
[quote user="Carlo S."]Not sure is exactly what you're looking for...There is integrated component to Outlook called "Dynamics 365" that allow to add/record emails to various kind of records (including cases) and also create directly new records (like new case) where the email will be recorded automatically.
here how it looks
Hi Charis,
This can be achieved using Zap Helpdesk App - Fwd to Create New Case feature.
In scenarios like the one you mentioned (Customer has sent email to agent mailbox instead of generic support mailbox), agent will have the option to forward the email to Support Queue...and have a Case create automatically... Case.Customer will be set to the original customer who had sent email to your agent...also an auto-case creation notification will be sent to Customer!
For more details, please refer blog: https://zapobjects.com/microsoftdynamics365_crm_helpdesk_emailtocase_app/forward-new-case-existing-case-microsoft-dynamics-365-crm-using-zap-helpdesk-app/
Not sure is exactly what you're looking for...There is integrated component to Outlook called "Dynamics 365" that allow to add/record emails to various kind of records (including cases) and also create directly new records (like new case) where the email will be recorded automatically.
here how it looks
thank you for the reply, but the above approach creates emails to cases automatically.
I want to manually convert an email to case. For example if someone sends me an email and i decide that this should be a case, i want to create it by hand.
Is there any button or integration at outlook web app to transform emails to cases?
Yes, its feasible. Create a new queue and map queue email as your personal email(mailbox)
Every Auto record creation rule item creates a power automate flow in the backend. you may need to edit this flow to listen to any additional queues. Thee is a step in the flow which retrieves queue details based on auto record creation configuration. You may need to edit filter condition of this step to add your additional queues.(See below)
Another way is to use same approach as you did for support mailbox(kind of duplicate rule for different quque). High level steps include
Create a new queue and map queue email as your personal email(mailbox)-> this would create email records in dynamics 365
Create a new "Automatic record creation and update rule" that tracks the queue created in step 1-> this is to create cases in dynamics 365
Thanks!!
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