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New to NetSuite | The Case was Assigned to Anonymous via Email Case Capture


In certain scenarios, customers utilize the carbon copy (CC) function while sending emails to the customer support team, which can lead to the creation of an "Anonymous Customer" within the case record. 



When the sender's email address is found within the customer records, the default behavior is to associate the case with the existing customer. However, when the sender chooses to CC existing customer, the case becomes linked not to the CC'd customer but to the original sender. In cases where the sender's email address is not present in the NetSuite customer record, it takes on the status of an "Anonymous Customer" within the system.

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Michelle Jabanes | NetSuite Support Community Administrator

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