Summary: This article provides guidance on managing case origins in NetSuite to track the reporting method of support cases. It highlights the importance of knowing how a case was reported in order to facilitate effective communication tracking with customers. The article explains the presence of the Case Origin Type field on case records and online case forms. It also outlines the default case origin types included in NetSuite and provides instructions on creating a new case origin type.
Request: The user seeks assistance in understanding how to manage case origins in NetSuite for efficient support tracking.
Solution:
A case origin serves as an indicator of how a support case is reported, providing valuable information for tracking communication between your support team and customers. In NetSuite, the Case Origin Type field is available on case records and can be displayed on online case forms on your web store or website. Effectively managing case origins helps streamline support operations and enables efficient tracking of customer interactions.
NetSuite comes with default case origin types already included in your account:
- Phone
- Web
- Other
These default options provide a starting point for categorizing cases based on their reporting origin. However, you can create custom case origin types tailored to your organization’s specific needs.
To create a new case origin: Go to Setup > Support > Case Origin Types > New