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.
New AI Community Guidelines. Please review and follow them to ensure AI use stays safe, accurate, and compliant.
Unwanted Multiple Support Cases - How to Stop?
We’re experiencing strange behavior related to support cases. Consider the following use case: [LIST=1]
[*]Customer writes in to support. This creates a support case in NS.
[*]Support replies to the case, from NS. They cc an employee within the company who is best suited to answer.
[*]The employee then replies to the customer, cc’ing support. This creates a second support case, rather than appending the message to the original support ticket.
[/LIST] Is there a configuration change or a fix for this? It makes it very difficult for our support team to track cases.
EDIT:
Actually, I got the use case wrong above. Here's the problem we are having:
0