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How to merge customer support cases?

edited Nov 22, 2019 10:30AM in CRM 62 comments

Can anyone explain how to merge customer support cases?  I checked the help docs and searched the forums and couldn't find anything.

We allow customers to submit support cases via email and sometimes they like to email our support address (not reply to the case email), creating two cases for the same issue.  I can't for the life of me figure out how to merge the cases.  It was very simple and intuitive in our old system and I'm finding NetSuite to be extremely difficult to use in general.

I have a custom variation of the Support Administrator role and I have "Duplicate Detection Setup" set to FULL.  Any help would be greatly appreciated.

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