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SuiteWorld October 6 - 9, 2025: Agenda Builder is live!
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Read on for the latest updates including:
• Agenda Builder launch
• SuiteWorld On Air registration
• New NetSuite Prompt Studio Contest
• And more!
Check out this thread to learn more!
Unwanted Multiple Support Cases - How to Stop?
We’re experiencing strange behavior related to support cases. Consider the following use case: [LIST=1]
[*]Customer writes in to support. This creates a support case in NS.
[*]Support replies to the case, from NS. They cc an employee within the company who is best suited to answer.
[*]The employee then replies to the customer, cc’ing support. This creates a second support case, rather than appending the message to the original support ticket.
[/LIST] Is there a configuration change or a fix for this? It makes it very difficult for our support team to track cases.
EDIT:
Actually, I got the use case wrong above. Here's the problem we are having:
0