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Replies to Automated Emails

edited Feb 6, 2020 5:37AM in Ask A Guru 2 comments


We have a workflow which send out automated emails for Sales Orders, Invoices, Credit Notes etc, This is set up to send from a Netsuite contact with Email address specified.

However, when a customer replies to these emails instead of creating a new case, it diverts the messages to the employee communication tab.

Is it possible to stop this, or at least in some way generate a new case or notification so that the support agents are aware of it?

Any ideas?



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