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NetSuite Case Replies including the "case creation" e-mails causing duplicates

edited Dec 3, 2019 2:44PM in General 1 comment


    
   
   
  
  

DETAILS:
   I am not sure if this is new in NetSuite, or just something we have not noticed before. If you submit an e-mail to support@testcompany.com , the reply that comes back for case creation is including the originating group e-mail (e.g. support@ttestcompany.com). If a customer does a reply-all to the case, it will create a new case and update the existing case.
  
   I understand that they can simply remove the e-mail from the reply-all group, however there is no way to force customers to recognize this. It is common for a customer to e-mail in a case, CC co-workers/etc, so naturally a returned e-mail would be "Reply All" driven which would create a duplicate case.
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