Support preference

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General

Case Email Setup

Navigation > Setup > support > support preference > General

Default Case Form To Send To Customer

Check this box if you want the Send to Customer box on a case record enabled by default.See Case > Communication subtab > Outgoing from Support Rep > Send to Customer. When you save a case record with this box checked, an email message containing the text from the Reply to Customer field is sent to the contact for the case and any employees selected in the Email Employees field. Note: You cannot check this box if you have the Internal the Only box checked and therefore cannot set both boxes to be checked by default.

Default Case Form To Internal Only

Check this box if you want replies to cases marked Internal Only by default. Internal Only replies cannot be viewed by customers and are only emailed to employees selected in the Email Employees field on case records. You can still choose to show and send reply comments to customers by clearing the Internal Only box on individual case records. Note: You cannot check both this box and the Email Reply box on case records. Therefore, you cannot set both boxes to be checked by default.

Default Case Profile

Select which case profile is used by default when a new support case is created

Preferences

Navigation > Setup > support > support preference > General > preferences

Restrict Cases Based On Subsidiary

Check this box if you want support reps to only be able to access cases that are associated with the subsidiaries selected on their support rep role. If there are no subsidiaries on a rep’s role, that rep can only view cases associated with the subsidiary selected on the rep’s employee record. If this box is clear, reps can view any case regardless of the subsidiary.

Escalate To Support Reps Only

Check this box if you only allow cases to be escalated to support reps.

If you check this box, only employees with the Support Rep box checked on their employee records appear in the Escalate To field on case records.

If you clear this box, you can escalate cases to partners and vendors as well as non-support rep employees.

 Receive Customer Replies In Case List Only

Checking this box restricts messages customers send to only appearing on the case record.
If you clear this box, customer communication is sent directly to the assigned support rep, allowing them to reply directly to a customer’s email message, rather than through the case record.

Messages Reopen Closed Cases

Check this box to allow closed cases to change status to “re-opened” when a message is added to the case. Clear this box to have a case remain closed when a customer replies. If you choose to lock closed cases, checking this box will not reopen locked cases

Only Link Approved Solutions To Cases

Check this box to only allow approved solutions to be attached to case records. All solutions set to display online are also available for attaching to cases.

Defaults

Navigation > Setup > support > support preference > General > Defaults

Status For Grabbed Cases

Select the status you want to appear by default in the Status field when a new case is created. You can create new statuses at Setup > Support > Cases Statuses > New.

Status For Reopened Cases

Select the case status you want to appear by default in the Status field when a case has been grabbed. You can create new case statuses at Setup > Support > Cases Statuses > New.

Status For Escalated Cases

Select the case status you want to appear by default in the Status field when a case has been escalated to another employee. You can create new case statuses at Setup > Support > Cases Statuses > New.

Status For Closed Cases

Select the case status you want to appear by default in the Status field when a case has been closed. You can create new case statuses at Setup > Support > Cases Statuses > New.

Priority For New Cases

Selects the case priority you want to appear by default in the Priority field when a new case is created. You can create new case priority levels at Setup > Support > Cases Statuses > New.

Case Lockout

Navigation > Setup > support > support preference > General > Lockout

Lock Closed Cases After Lockout Period

Check this box to lock cases from editing after they have been closed for the number of days you specify in the Case Lockout Period field. Locked cases cannot be edited or grabbed by anyone other than the account administrator.

Period (Days)

If you checked the Lock Closed Cases After Lockout Period box, enter the number of days you want a closed case to remain editable before it is locked. To lock a case as soon as it is closed, enter 0. Only an account administrator can edit locked cases.

Notification

Navigation > Setup > support > support preference > Notifcation

Creation

Navigation > Setup > support > support preference > notification > creation

Notify Filter On Support Rep Cases

Check this box to automatically send an email notification to customers when cases are created by support reps. This preference applies only to cases submitted by support reps using the case record in your NetSuite account. Email notification is sent using the template you select in the New Case Customer Notification Template field.

 Notify Filer On External Cases

Check this box to automatically send an email notification to customers when cases are submitted using the external case form in the Customer Center.

Note: This does not send a notification to customers submitting cases using online case forms. To send a notification to these customers, you must select an email template in the Send Auto-Reply E-mail field on the Set Up Workflow subtab of the online form record.

Email notification is sent using the template you select in the New Case Customer Notification Template field.

Notify Main Support Email On External Cases

Check this box to send a notification email to the support email address entered on the General subtab when new cases are created with or an external case form in the Customer Center.

Inbound Email Case Capture

Navigation > Setup > support > support preference > notification > Inbound E mail case capture

 Notify Customers

Check this box to automatically send email notification to customers when cases are submitted by email using the Email Case Capture feature. Email notification is sent using the template you select in the New Case Customer Notification Template field.

Notify To List

Check this box to send a notification that a case was created to each email address listed in the ‘To’ line of the original email. This preference works like a Reply To All for the ‘To’ line.

Notify Cc List

Check this box to include addresses in the ‘CC’ line of the original email when replying to incoming cases with notification.

Assignment

Check this box to have notification e-mail automatically sent to support reps when cases are assigned to them. Notification e-mail is sent to the e-mail address support reps use to log in to NetSuite

Send Notification Replies To Customers

Check this box to allow support reps to respond to the customer after receiving notification that they’ve been assigned to the case.

Update

Navigation > Setup > support > support preference > notification > update

Notify Assignees

Check this box if you want support reps to automatically receive a notification e-mail when support cases that they are assigned to are updated. Notification e-mail is sent to the address support reps use to log in to NetSuite.

Send Notification Replies To Customer

Check this box to allow support reps to reply to the person who submitted the case by replying to the update notification

Escalation

Navigation > Setup > support > support preference > notification > Escalation

Notify Escalatees Upon Update

Check this box if you want an e-mail automatically sent to employees that have cases escalated to them when the case has been updated.

E-mail is sent to the e-mail address on the employee’s record.

Send Notification Replies To Customer

Check this box to allow the person receiving the escalation notification to respond to the case filer when replying to the notification.

For example, a case is escalated to the finance manager, and he receives a notification of the escalation. When he replies to the notification email, his response is sent to the person who submitted the case.

Closure

Navigation > Setup > support > support preference > notification > closure

 Notify Customer Upon Automatic Closure

If you have enabled the Automatically Close Linked Cases preference at Setup > Issues > Preferences > Issue Preferences, check this box if you want to send an email notifying customers when their cases are closed automatically as a result of all associated issues being closed.

Note: This notification is only sent for cases closed automatically as a result of all associated issues being closed. This notification is not sent if a case is manually closed.

External

Navigation > Setup > support > support preference >External

External Case Form Redirect Url

Enter the URL you want your customers directed to after they submit a case through your external case form in the Customer Center.

Default Customer Center Case Form

Select the online case form you want to link to in your Customer Center. Leave this field empty to use the default external case form.
Your customers access this form when they click Contact Support in the Customer Center.

Create New Lead On No Match

Check this box if you want to create a new lead record when information on a case submitted through the external case form does not match any existing records. External case forms are used in the Customer Center when you do not select an online case form in the Default Customer Center Case Form field.

Inbound Email

Navigation > Setup > support > support preference >Inbound Emaill

NetSuite Address

Use this email address to forward emails from your company support email address to NetSuite.

When an email message arrives at this address, it is converted into a case record. This process requires to set up on your email server. 

Click Help in the upper right corner of this page for more information on how to do this. Warning: Only use this email address for capturing email messages as case records. All messages sent to this address are converted to cases in your NetSuite account.

Note: You cannot send emails generated from within NetSuite to this address. This includes emails created from within the communication subtab of a record, as well as scripts.  

Ordering

Navigation > Setup > support > support preference >ordering

Case statuses

• Not Started
• In Progress
• On Hold
• Escalated
• Re-Opened
• Closed

case priorities

• High
• Medium
• Low

Case types

• In Progress
• Question
• Problem
• Concern
• Exchanges & Returns
• Order Status
• Customer Inquiry

Case origins

Online Web site customer service request form
E-mail info@gillinc.com
Phone 1.800.334.5562 Call Center
Other Online Chat or other
Fax Customer service requests faxed to 1-800-673-1212

Case issues

• Billing Question
• Product Issue
• Product Service Request
• Customer Inquiry
• Return or Exchange Request
• Order Status
• Order Cancellation Request
• Shipment Tracking Request
• Invalid Gift Certificate
• Invalid Promo Code
• Price Matching Request
• Reward Program Support Request