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 > Enable Features > CRM > Support.
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
In NetSuite
- An administrator must enable auto-generated numbers for Support Cases. Leave the Allow Override box unchecked. See Setup > Company > Auto-Generated Numbers.
- Optional – Enable the related feature Capture Email Replies. When enabled, all messages sent from NetSuite have a customized reply-to address. When a customer selects reply on their mail client, the message is routed to the originating case record. It is displayed under the Messages section of the Communications subtab. Go to Setup > Company > Enable Features > CRM > Capture Email Replies.
Now messages sent to your support email address are automatically forwarded to the NetSuite address and logged as cases to your account.
If you use NetSuite OneWorld, you can use different case capture email addresses for each subsidiary, as well as setting up subsidiary-specific case profiles.
If a support message is sent from a customer with a company record, a copy of the case record is saved to the record. If there is no matching company record, the case will be saved to the Anonymous Customer record. Anonymous customers are specified in case profiles under the General subtab.
When an email becomes a case, you can choose to automatically notify the support rep when they are assigned to that case. Go to Setup > Support > Support Preferences > Notification, in the Assignment column, check the Notify Assignees box.
Note: Email messages over 10 MB in size cannot be accepted as cases.