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.
Now is the time to ask your NetSuite-savvy friends and colleagues to join the NetSuite Support Community! Refer now! Click here to watch and learn more!
What to do about customers sending in support cases from unregistered emails?
I have a number of customers who send in critical priority cases by email, but forget to use their NetSuite-registered email addresses. The result is that our escalation logic doesn't know they need support and their cases don't get attended to quickly.
One thought I had was to write an after-submit user event script that searches for a match in all the alternate-email fields in all contact records to see if it can find one that matches, then changes the submitter to the associated contact record and updates the related company. This seems like a lot of work and isn't guaranteed to work if they use a surprise new email address, as one did today.
0