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Support email deliverability?

edited Aug 28, 2025 12:52AM in Ask A Guru 5 comments

We are having problems with deliverability of support emails. When someone makes a "case" on the system. We respond but often the customer does not get a reply because it is being blocked at the server level by Gmail or Outlook etc.

I have just sent a test case to my personal email address and there are two different addresses given the

From Email address is: "system@sent-via.netsuite.com"

and the reply email address is : "cases.XXXXXXXX.5882206_54656903_7356620.4cfd2230b1@XXXXXXXX.email.netsuite.com"

As far as I can see my email is set up correctly with the DKIM in place.

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