Cases in NetSuite can track issues that the customers report and the responses the support representatives give.
When Support cases are created, we can assign these support cases to one or more employees. Cases can be assigned manually or by case territories that support administrators or support managers set up. Support administrators, support managers and support reps can all assign cases.
To assign a case to an employee,
- Go to Lists > Support > Cases.
- Under Primary Information, in the Assigned To field, select the person or group you want to assign the case to.
- Click Save.
To add an employee to the Assigned to list,
- Go to Lists > Employees > Employees.
- Click Edit next to the employee’s record.
- Check the Support Rep box under the Human Resources subtab.
- Click Submit.