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Support Management switch from Outlook to gmail Anonymous Customer issue

edited Dec 2, 2021 12:52AM in CRM 4 comments

Sine 2011 We have used Support Management. Our Customers can log Support Cases by submitting an email to our support team.

Cases that were submitted via email where the from email address was not already in NetSuite create a case and attach it to the Anonymous Customer, as expected.

When using Outlook as our email server, the Customer's email sender address was retained and appended to the

From field: 200002 Anonymous([email protected]) field.

This was helpful because seeing the email name and domain helped us determine which Customer the case should actually be assigned.

Our email service was Outlook and November 8th we changed to gmail.

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