Discussions
Join us for complimentary one-day events around the world and step into a future fueled by AI and limitless potential. Explore new breakthroughs, sharpen your skills, and connect with experts who are shaping what’s next. Experience bold keynotes, interactive learning, and connections that span the global NetSuite community. Discover what's next at SuiteConnect Tour 2026.
NetSuite has launched SuiteSuccess Wholesale Distribution Edition, in Japan. Please join us the webinar on February 12 that introduces NetSuite solution with demos and case studies for Wholesale Industry.
Register Now
Replies to transaction emails not getting captured as cases
Our support staff handles all order related queries so we have tried to set up a procedure so that any replies to transaction emails are attached to a case.
The process should be:
1. An email is sent to the customer with the return address of the support email.
2. The customer can then hit "Reply" and respond to the email if they have any problems or questions.
3. The email is attached to the transaction and then forwarded to the support email address that treats it as a new case.
4. All future interchanges are then happen as through the case.
The process works fine until step 3. The email is attached to the transaction and then delivered to the support email address, but a case is never created. Since all the email from the support address is automatically forwarded to Netsuite the email never gets seen.