Tag: support case

Help Desk Feature for Internal Cases in NetSuite

NetSuite’s Help Desk feature offers a solution for managing internal support cases efficiently. This feature is designed to handle cases submitted and resolved by employees within the organization. Here’s how it works: When a case is designated as a Help Desk case by checking the Help Desk checkbox in the case record, it signifies that… Continue reading Help Desk Feature for Internal Cases in NetSuite

NetSuite Account Center is showing an error: “You do not have enough permissions to use this portlet”

Scenario Even when the user is using the Administrator role, the NetSuite Account Center still shows the error: “You do not have enough permissions to use this portlet.” Solution Log in to Administrator Role Go to List> Employees> Employee Go to the Access tab and add the role “NetSuite Support Center“ By following these steps,… Continue reading NetSuite Account Center is showing an error: “You do not have enough permissions to use this portlet”

NetSuite Support Case through Suite Answer

We can file NetSuite Support Case through Suite Answer for that go to Suite AnswerNavigationHome> Help> Suite AnswerOn the Suite Answer page click on the button Contact Support Once we click on the Contact Support button we are directed to Create a Support Case PageIn the Create Support Case page, we can see different Steps… Continue reading NetSuite Support Case through Suite Answer

Configurations and control over the branding of support communication

Summary: This article provides guidance on creating case profiles in NetSuite, offering the ability to apply different configurations to support cases. By utilizing case profiles, you gain control over the branding of your support communication, allowing for unique and tailored support experiences. The article highlights the benefits of setting templates for each profile, including providing… Continue reading Configurations and control over the branding of support communication

Providing Item Support for Enhanced Case Filtering and Expert Assignment

Summary: This article explains how to offer support for items in NetSuite, enabling more accurate case filtering and specialized assignment. By extending support to items, you can assign cases related to specific items to support representatives with expertise in those areas. The article highlights the types of items for which support can be offered and… Continue reading Providing Item Support for Enhanced Case Filtering and Expert Assignment

Limit escalations to support reps only

Summary: This article provides instructions on configuring case escalation settings in NetSuite to limit escalations to support representatives only. Enabling this feature ensures that only employees with the “Support Rep” designation on their employee records appear in the “Escalate To” field on case records. Request: The user seeks guidance on configuring case escalation settings in… Continue reading Limit escalations to support reps only

Send Email to the Customer on Case Creation by Sales Rep

Request: The user wants guidance on automatically sending email notifications to customers when cases are created by support reps in NetSuite. Solution: In NetSuite, you can configure automatic email notifications to be sent to customers when cases are created by support reps. Follow the instructions below to enable this feature: Go to Setup > Support >… Continue reading Send Email to the Customer on Case Creation by Sales Rep

Lock Closes Cased after specific days

Summary: This article provides instructions on how to lock closed cases in NetSuite after a specified lockout period. Enabling this feature ensures that closed cases cannot be edited or accessed by anyone other than the account administrator. Request: How it restricts editing and access to closed cases by anyone other than the account administrator? Solution:… Continue reading Lock Closes Cased after specific days