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Create case email. If Duplicate emails exists then case create under Anonymous

edited Nov 22, 2019 6:05PM in CRM 1 comment

Hi,

I have a problem with registered contacts not being recognised when creating a case by email. Clients that send an email to us using our designated email address to create an email are going to Anonymous rather than to the customer that they belong to. However, these contacts do have their email address registered more than once under different contact names but within the same customer record.

Is this a know problem within NetSuite or is there a setting somewhere that will overcome this problem so NetSuite can recognise that there are multiple emails contained in the same customer and assign the case to the proper customer recod?

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