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Case Management Duplication

in General 5 comments

Hi,

We are currently using NS case management for our internal support ticket. Email sent to our support email will create a case in NetSuite.

The issue we are having is anytime someone responds and the support email is still on the cc, it will create a duplicate case with a new number.

Is there a way to avoid that from happening? Or is there a way to auto merge the duplicate cases to its original case (ie. based on the subject?)?

Thank you,

-Lisa

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