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Anyone else suffering from this: case assignment emails come from wrong address?

edited Nov 22, 2019 10:25AM in CRM

Our support representatives rely on NetSuite sending case assignment emails from a case-associated email address (like "cases.2338172.3429@netsuite.com").   By replying to these case assignment emails, our reps can update the cases, or with custom code we've written, close, reprioritize or reassign them.

However, since July, the case assignment emails have been coming from our registered support case submission email address (in our case, "support@mycompany.net").  This keeps our reps from being able to respond to cases by email, which means they have to be in front of a computer or very close to one all the time they are on duty, greatly complicating duty schedules.


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