When a customer reports an issue, question, or suggestion to business, and create a case in account. That is added to the cases list and is the beginning of the case workflow.
Next, the case is routed to the appropriate support rep from the cases list. The support rep can then reply by email to the customer with an answer or request for more information. The case can also be escalated to someone else if the support rep cannot answer the case.
When the customer receives a support rep’s email messages, they can provide more information or follow up with more questions using the following methods
- Reply directly to the message
- Click a link in the message
Through either method, the information is added to the original case record. You can also choose to email the information directly to the support rep. The support rep can then escalate the case or reply back to the customer and close the case.
To enter a case:
Go to Lists > Support > Cases > New.
This case is now saved as an open case in the cases list with a response status of Awaiting Support Reply. When you answer the case, whether you close the case or not, the response status is set to Awaiting Customer Reply.
You can view cases awaiting support reply, cases awaiting customer reply, or all cases. Set the Response Status filter at the bottom of the cases list.
Customer issues, questions, or other feedback entered through an online case form or email to your support address automatically create a case record. NetSuite creates the case record with the information the customer submits, and sets the status to Awaiting Support Reply.