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Automatic case creation from email in specific cases (forward)

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Posted on by Joe Filali

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Hello

we have a very specific scenario at our company for case creation

- customer calls a service (not on D365) ---> customer not happy so this service will forward their emails to customer service

- customer service receives the email but the incident is created under the name of the internal employee....

how can we set up dynamics365 so that the incident is created with the name of the customer instead?

thanks for your answers

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Hi Joe,

This requirement of creating Case for Customer by extracting Customer details from email body... can be achieved using Zap Helpdesk - Email to Case -- Parsing feature...

For more details, please refer Zap Helpdesk features page: https://zapobjects.com/apps/zap-helpdesk/

Email support@zapobjects.com for detailed explanation on how this can be achieved.

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