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What to do about customers sending in support cases from unregistered emails?
I have a number of customers who send in critical priority cases by email, but forget to use their NetSuite-registered email addresses. The result is that our escalation logic doesn't know they need support and their cases don't get attended to quickly.
One thought I had was to write an after-submit user event script that searches for a match in all the alternate-email fields in all contact records to see if it can find one that matches, then changes the submitter to the associated contact record and updates the related company. This seems like a lot of work and isn't guaranteed to work if they use a surprise new email address, as one did today.
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