Hi Team,
I would like to ask if its possible through saved search or NetSuite native solution to automatically send emails to customers for certain business criteria's in relation to customer support cases.
This is the use case.
- After 3 business days of no response from customer an automated email template would be sent out to the customer notifying them that their case require follow-up and if there isn't a response in 3 business days the case will be closed.
- After 3 additional business days have passed with no response, another email template will be sent out to inform the customer that the case has been closed.
- Lastly another email/notification will be sent to the support rep concurrent to #2 to inform them to close the case.
I'm not sure whether there is standard functionality for this or what would be the ideal workaround. Though its seem a bit straight forward
