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Please note that on Friday, March 20, 2026, at 8:00 PM Pacific time, our Case Management System will undergo a scheduled maintenance for approximately 4 hours. During this time, case creation via SuiteAnswers will be unavailable and inbound calls will be routed to Customer Service.
Redirection of Customer Replies to Cases
We currently use the case system to good effect.
However we are experiencing an issue where if a customer replies to an automated Netsuite email, for example an invoice the message attaches itself to the communication tab on the customer record.
With hundreds of customers it is quite difficult to monitor this and it can lead to an unsatisfactory customer experience.
Is there a way I can forward these messages to the case queue so that the support agents can handle them in the normal manner.
Also is this normal or is there some other configuration issue at play?
Thanks
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