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Campaign Replies funneled to support

edited Nov 22, 2019 4:55PM in CRM 1 comment

Hello, I am an administrator for our NetSuite software with my company.  I have been struggling with replies to email campaigns.  I would like to have this setup so that when a customer replies to an email campaign, a support incident is created.  However, all replies currently go to the campaign manager regardless of the default email address I have set in the company settings or the marketing settings. 

In my last attempt, I setup a mailbox with a specific, verified email address that had forwarding enabled.  I set the forwarding to go directly to our support system.  If I send email directly to this address, it makes it into the support system without issue.  However, a campaign reply will reach this mail box, but it does not get forwarded.  It appears that since replies to the campaign emails goes to a specific campaigns email address, NS will not allow anything to go to the support system and instead all replies merely end up in the customer's "messages" record. 

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