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Responses to workflow emails aren't captured/attached in NS

edited Dec 2, 2019 3:40PM in SuiteCloud / Customization 8 comments

I have a problem that renders the workflow mechanism a bit useless in CRM terms - am i missing something?

I have a case workflow that sends a "case closed" email to the customer's contact when a case is set to closed. If the customer replies to this email, it is not captured by netsuite nor attached to the case record.

The problem is that those replies are usually critical "no it's not actually fixed" ones... (The reply does get sent on to the employee who closed the case, but in CRM terms that's not good enough.)

How can i make sure the reply to an email sent from a workflow is attached to the base record of the workflow?

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