Create Cases

Cases track the issues your customers report and the responses your support reps give. Cases are created when your customers report problems, ask questions, or otherwise need to communicate with you. You can submit support cases and receive responses in English, Chinese (Simplified), French, German, Japanese, Latin American Spanish, and Portuguese (Brazil).

Cases are created in four ways:

• A support rep creates a case record in NetSuite when a customer calls in.

• A customer submits an online case form. See Online Case Forms.

• A customer sends an email to your support address.

• A customer clicks the Contact Support link in the Customer Center or your website and fills out an external case record.

For example, Lina from Lina's Dance Studio calls Wolfe Electronics' customer service department with a question about installing her new Creativo computer. The support rep who answers immediately creates a case record to take notes on the customer's question and retrieves her contact information.

Related Topics

• Entering a Case
• Editing a Case
• Close Cases
• Linking a Support Case to a Transaction
• Filtering the Cases List
• Case Flowchart
• Assigning Cases
• Escalating Cases
• Locking Closed Cases
• Tracking Time on Cases
• Responding to Customer Cases
• Customer Responses to Cases
• Merging Cases
• Deleting Cases
• Working With Cases

General Notices