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Option to enter case number in Support IVR

edited Dec 4, 2019 2:08PM in General 1 comment

PROBLEM:

I'm always having to call back NetSuite support regarding existing cases, because all necessary information is not collected upfront.  Additionally, I'm extremely busy, and I rarely catch call backs so I usually end up having to call back. 

SUGGESTION:

It would be great if we could enter our case # and have it routed to the appropriate tech instead of having to go through the routine: company name, your name, contact info (no, it NEVER has changed), what is this regarding, etc.  I'm guessing more and more people are entering cases online and calling in to follow-up.  To speed up this process, we could call in to a special number enter our case number, and have it routed to the correct tech.

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