Keep every support case structured
Create tickets with priorities, categories, origins, assignments, due dates, subtickets, and a full entry history instead of managing requests in shared inboxes.
HelpZone 365
Customer service operations
Run your helpdesk directly inside Business Central, with tickets, email intake, SLA control, and full business context in one place.
HelpZone 365 turns Dynamics 365 Business Central into an operational support workspace. Teams can create and assign tickets, capture inbound emails through Microsoft Graph, track response and resolution SLAs, structure work with groups and subtickets, use response templates, and link every issue to customers, vendors, projects, and sales quotes without leaving Business Central.
Value
Why choose HelpZone 365?
Support teams work faster when ticket processing, business master data, and follow-up actions live in the same system.
Convert email into process
Route inbound emails to groups and categories, recognize existing ticket numbers in subject lines, and append inbound messages as ticket entries automatically.
Manage service commitments proactively
SLA policies define response and resolution targets by priority and category, while warning and breach monitoring triggers escalation and notifications when needed.
Dedicated role center
HelpZone 365 includes ticket cues, queue access, setup actions, and master-data maintenance from one service-focused entry point.
Business context preserved
Tickets can be linked to customers, vendors, jobs, assigned groups, responsible users, and related sales quotes for faster resolution.
Extensible by design
Integration events, extensible tables and enums, API pages, and standard BC patterns make the solution fit for long-term extension scenarios.
Capabilities
What the product delivers
A complete ticket handling foundation for Business Central-based support organizations.
Ticket handling and collaboration
Agents can create tickets manually or from email, assign responsible users or groups, add internal or external entries, watch tickets, take ownership, create subtickets for complex cases, and keep a structured activity log of changes.
Email integration and routing
Microsoft Graph-based polling reads unread messages from configured mailboxes, resolves existing ticket references from the subject line, applies routing rules, maps senders to customers, and stores inbound communication directly in the ticket history.
SLA, notifications, and templates
Teams can define SLA policies per priority and category, trigger warning or breach notifications, escalate tickets automatically, and use template-driven messages for more consistent communication.
Built on standard Business Central concepts
HelpZone 365 reuses standard capabilities such as number series, email accounts, document attachments, job queue processing, notifications, customers, vendors, projects, and sales quotes instead of introducing disconnected external workflows.
Graph API setup required for email intake
Inbound email processing requires Microsoft Graph credentials, a mailbox configuration, and permission for the extension to use outbound HTTP requests in Business Central.
Technical details
Release scope and compatibility
| Current version | 1.0.0.0 |
|---|---|
| Minimum Business Central version | 26.0 (BC 26 / 2025 Wave 1) |
| Supported editions | Essentials, Premium |
| Languages | English, German |
Support & Feedback
We are here to help
Whether you have technical questions, need guidance during your rollout, or want to share feature requests — our dedicated Dynamics 365 Business Central team is ready to assist you. Drop us a message, and we'll ensure you get the absolute most out of our apps.