Addovation Sync - Case

Last Updated: 2025-03-11

Addovation Sync - Case is all about automatic case handling in IFS Cloud. Increase customer satisfaction by fully automate your case creation process. With our solution users of IFS Cloud can fully automate email handling and the case flow in IFS Call Center™. Our cloud solution keeps an eye on your support email account(s) 24/7 all year around.

What you get!

• A solution that automatically detects the customer and creates or updates a case in IFS Call Center whenever an email is received from a customer.
• Full control of conversations and e-mail thread with attachments. Whole e-mail or any documents attached to the email will be checked in to the same case and visible in the attachment panel.
• Ability to handle everything in IFS Cloud. Once the case is picked up by your support team, all correspondence can be handled directly on the case.
• Keep customers happy with a responsive ticketing system and send them a personalised reply.

View demo here!

Key benefits

• Automatically identifies the customer by e-mail address.
• Sends autoreply with case number and other information.
• Serves as a virtual 24/7 customer service.
• Easy to answer emails – keeps track of all emails back and forth.
• Easily hand-over case internally, keeping all history in one place.

Required competencies

Typically, the competencies are handled by several persons:

• Microsoft Azure knowledge.
• IFS Call Centre functional knowledge.
• IFS Document Management.
• IFS Custom event and actions.
• IFS Lifecycle Experience.

Technical documentation

• White Paper
• Configuration Document
• User Guide
• Setup Guide (Customer)

Internal Documents

• Internal Guide
• Setup Guide (Addovation)

Downloads

• IFS Projections
• Installation Files
• Configuration Json

Release notes

Release date	Version	Comment
2025-03-14	2.2.2	- Enhancements: Move deleted emails to a separate folder (IMAP) and Added support for multiple languages in Email Addresses - Security Updates: Certificate-Based Authentication - Key Vault access is granted through Azure App Registration
2025-02-11	2.2.1	- Multi-Factor Authentication Support - Enhancements: Email Filtering by Subject & Moving Deactivated Emails from Inbox (IMAP) - Bug Fixes: Expanded Language Support & Extended Character Length Support - Security Updates: Certificate-Based Authentication and Enhanced Encryption in Configuration
2024-08-01	2.1	.NET 6+ Support for Function App
2023-09-05	2.0	Enabled IFS Cloud Support
2023-04-03	1.0	First release to market