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Support case Workflow

edited Nov 22, 2019 10:33AM in CRM 2 comments

Hi All,

I have been talking to support at netsuite and it seems that there is a major hole in the software. This is located around the workflow systems for the support cases.

The basic idea is to have a revolving system where cases can come in and out of the system without affecting timing. At the moment the advice is to put all answered cases into a 'closed' status even though they are no where near finished. Then when the client answers to this the case is re-opened etc...

This impacts on a lot of things. Timing for the cases ie how long is it open for, is seriously impacted as it is going through a closed status at one point. Also for reporting and tracking it becomes a bit of a mine field.

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