megaphone
Update your Profile with your Support type to get your Support Type badge.
Nominate Your Peers for NetSuite Support Community's Choice of the Quarter! Submit your nomination today.
Stay in the know of how NetSuite can help grow your business with our guides, webinars, and events. Subscribe Here
What Topic Should We Cover Next? Your idea could be our next feature—drop your suggestion now!
No Limits. Just possibilities. Join us for complimentary one-day events around the world and step into a future fueled by AI and limitless potential. Discover what's next at SuiteConnect Tour 2026.
Try Intelligent Payment Automation – Fee Free For Your First Month For more information, visit this thread.
New AI Community Guidelines. Please review and follow them to ensure AI use stays safe, accurate, and compliant.

Discussions
Stay up-to-date with the latest news from NetSuite. You’ll be in the know about how to connect with peers and take your business to new heights at our virtual, in-person, on demand events, and much more.
Now is the time to ask your NetSuite-savvy friends and colleagues to join the NetSuite Support Community! Refer now! Click here to watch and learn more!
New AI Community Guidelines. Please review and follow them to ensure AI use stays safe, accurate, and compliant.
Stay in the Know

Be sure you're subscribed to NetSuite communication to stay in the know about monthly happenings, updates and announcements. Subscribe

Change in Responding to Customer Messages in CRM Case Management

edited Jun 17, 2024 12:53PM in Announcements

This notice applies to customers who use the NetSuite CRM Case Management feature to receive and manage support requests from your customers.

What Is Changing?

As of NetSuite 2024.2, the support representative assigned to a customer case will not be added automatically as a recipient when the support rep responds to a customer.

Currently, the Receive Customer Replies in Case List Only preference requires support reps to contact customers through CRM Case Management, and the support rep's email is added automatically to the reply.

After your account is upgraded to NetSuite 2024.2, this preference will be renamed to Prevent Support Reps from Receiving Customer Replies by Email

Regards,

@Robert Nedelkow-Oracle | NetSuite Support Community Administrator

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!

Leaderboard

Community Whiz

Quarter 1 (Jan-Mar 2026)

This Week's Leaders

This Month's Leaders

All Time Leaders