Request: The user wants guidance on automatically sending email notifications to customers when cases are created by support reps in NetSuite.
Solution:
In NetSuite, you can configure automatic email notifications to be sent to customers when cases are created by support reps. Follow the instructions below to enable this feature:
Go to Setup > Support > Support Preferences > NOTIFY FILER ON SUPPORT REP CASES
Check this box to automatically send email notifications to customers when cases are created by support reps.
This preference applies only to cases submitted by support reps using the case record in your NetSuite account.
Email notification is sent using the template you select in the New Case Customer Notification Template field.