Create Cases

Cases track issues your customers report and the responses your support representatives 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 for customer who calls in.
A customer completes 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 Web site and fills out an external case record.

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

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