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Support Case Duplication Issue — Customer Auto-Replies Adding Email Address to Header
The Issue:
Our team has been experiencing duplicate Support Case creation when customers reply to case-related emails. The root cause appears to be customers using auto-reply or manually adding our Customer Service email address back into the email header (To/CC fields) when responding.
When this happens, NetSuite correctly appends the response to the original case thread, but it also creates a new Support Case record simultaneously.
What We've Attempted:
- Email Rules (IT Infrastructure Level): We explored implementing rules to strip or modify email headers before they reach NetSuite. However, this approach proved to be unreliable and error-prone, as it risks affecting legitimate emails.
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