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Expected Recipient of Reply to a 3rd Party Email Outlook reply to an Email originating from a Case

edited Jun 2, 2025 2:39PM in Ask A Guru 3 comments

I would like to know expected behavior in this situation:

Setup > Support > Support Preferences > Case Email Setup: DEFAULT CASE FORM TO INTERNAL ONLY: Checked

Setup > Support > Support Preferences > General subtab: RECEIVE CUSTOMER REPLIES IN CASE LIST ONLY: NOT Checked

Scenario:

1) Support rep sends message from case to a 3rd party contact from a Case (Not the Case Customer) Use Case: To coordinate RMA freight costs via the 3rd party.

2) 3rd party replies to email, NetSuite relays the message to the Support rep's personal Outlook mailbox.

3) From Outlook, the support rep replies to message from 3rd Party (to the NetSuite link). Who gets the message?  

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