The Email Case Capture feature automatically converts customer support messages your company receives into organized cases in NetSuite. An administrator can enable this feature at Setup > Company > Setup Tasks > Enable Features >CRM > Email Case capture. Check the email case capture and save.
When cases are submitted, each case is automatically:
- saved in your case queue
- saved on the customer’s record
- assigned to a support rep using rules and territories
Locating NetSuite Addresses
Case capture works by forwarding your company’s support email address to a NetSuite-generated address. Remember this when you set up forwarding on your mail server.
To locate the general case capture NetSuite address:
- Go to Setup > Support > Preferences > Support Preferences.
- Click on the Inbound Email subtab.
- Copy the NetSuite Address.
To locate the NetSuite address attached to a case profile:
- Go to Setup > Support > Case Management > Case Profiles.
- Click View on the required profile.
- Copy the NetSuite Inbound Email Address.
Email Case Capture Fields
The following fields are populated when a case is created from an email:
| Field on Case Record | Information from Email |
|---|---|
| Subject | The subject field of the email message. |
| Date Created | The date the email message was received by NetSuite. |
| Company | If an existing company record matches the one used by the sender of the support message, this company is used to populate the field. If no matches are found, the default Anonymous Customer record is used instead. This also applies if a contact is associated with two companies. |
| Contact | If the email address of the message matches the email address of a contact tied to the company, that contact appears in this field. |
| The email address the message was originally sent from. | |
| Message | Text of the message in the email |
| Status | The default setting is Not Started. |
| Origin | Automatically sets to Email. |
| Priority | The default setting is Medium. |
| Assigned To | Sets based on the rules and territories you set at Setup > Set Up Case Territories |