Discussions
Read on for the latest updates including:
• Agenda Builder launch
• SuiteWorld On Air registration
• New NetSuite Prompt Studio Contest
• And more!
Check out this thread to learn more!
Don’t miss your chance to meet our SuiteGurus—NetSuite Support professionals and subject matter experts with extensive experience in select product areas, including OneWorld, Advanced & Basic Accounting, Supply Chain Management, Receivables & Payables, CRM, Account Administration, and the SuiteCloud Platform. Full Conference attendees can prebook exclusive 30-minute one-on-one sessions for your product questions.
Spots are limited! Register through your Agenda Builder and find SuiteGuru under Agenda Enhancements.
Replies to transaction emails not getting captured as cases
Our support staff handles all order related queries so we have tried to set up a procedure so that any replies to transaction emails are attached to a case.
The process should be:
1. An email is sent to the customer with the return address of the support email.
2. The customer can then hit "Reply" and respond to the email if they have any problems or questions.
3. The email is attached to the transaction and then forwarded to the support email address that treats it as a new case.
4. All future interchanges are then happen as through the case.
The process works fine until step 3. The email is attached to the transaction and then delivered to the support email address, but a case is never created. Since all the email from the support address is automatically forwarded to Netsuite the email never gets seen.