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email responses to cases

edited Jul 9, 2021 9:06PM in Ask A Guru 5 comments

Random email responses to cases seem to be going to the email address of one user at our company. When this happens, the cases don't get updated in NetSuite. So their response isn't in NetSuite. The user that gets the email has nothing to do with the case.

I thought it might be an email setting, but I couldn't find anything. In the instances where this happened, the customer didn't have an assigned sales rep. It has happened on 3 different cases this week out of maybe 50. So, it doesn't happen every time.

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