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Support Case Status Changes When Email Sent From NS is Replied to...

edited Dec 3, 2019 2:46PM in General

Hi all,

I have our support cases set to send various emails to clients when a new support case is created. These emails have various links in them that take clients to various suitelets, one of which is an "I Will Follow Up" link that sets the support case to a closed stage. The emails have text telling clients to not respond, as the address they are sent from isn't monitored. That of course doesn't stop clients from replying to those emails anyway. And when they do reply all and include the email address specific to the case (cases.xxxxx.26997_424637.e978afe695@cases.netsuite.com

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