Using Email Case Capture

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. Depending on the specific requirements of your business, you can use case capture to create a simple catch-all support address. You can also create a more sophisticated customer support model by using Case Profiles.

Case profiles, let you create additional support addresses and route support issues to a particular product area, team, or in OneWorld, subsidiaries. Go to Setup > Support > Case Profiles. Case profiles are also useful from a brand consistency perspective. An organization may be responsible for handling the support of multiple entities, yet these entities want to keep their own identity. For further information about case profiles, see Creating Case Profiles.

Wolfe Electronics has been receiving email from customers at [e-mail], and responding to them directly using Outlook. As the business has grown this has become cumbersome and time consuming. They set up case capture and three case profiles—Phones, PC, and Home. Now support email is automatically routed to the correct product team and appears in the relevant case list in NetSuite.

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:

1. Go to Setup > Support > Preferences > Support Preferences.

2. Click on the Inbound Email subtab.

3. Copy the NetSuite Address.

To locate the NetSuite address attached to a case profile:

1. Go to Setup > Support > Case Profiles.

2. Click View on the required profile.

3. Copy the NetSuite Inbound Email Address.

Note:

When you set up a new case profile, the NetSuite Inbound Email Address is generated when you click Save. From the profile list, click View to see it.

Related Topics

Prerequisites for Setting Up Email Case Capture

Troubleshooting Email Case Capture

Email Case Capture Fields

Using Variable Envelope Return Paths

Creating Case Profiles

Assignment Rules & Territories

Setting Case Escalation Rules and Assignments

Using Email Case Capture

Online Case Forms

Help Desk

Customizing Case Forms

Customizing Support Notification Email

Setting Up Customer Support in NetSuite OneWorld

Setting Up Case Management

General Notices