Prerequisites for Setting Up Email Case Capture

Your company email server administrator must set up the following items on your Microsoft Exchange server:

1. A Contact to add your NetSuite Address to.

2. A User for the support address you will be using, for example support@ABC.com

3. Activate forwarding on the User account you created, using the credentials from the newly-created Contact.

For detailed instructions on how to set up these prerequisites, please consult the following Microsoft support pages:

• Create a Mail Contact

• Create a Mail User

• Configure Email Forwarding for a Mailbox

In NetSuite

• An administrator must enable auto-generated numbers for Support Cases. Leave the Allow Override box unchecked. See Setup > Company > Auto-Generated Numbers.

• Optional -Enable the related feature Capture Email Replies. When enabled, all messages sent from NetSuite have a customized reply to address. When a customer selects reply on their mail client, the message is routed to the originating case record. It displays under the Messages section of the Communications subtab. Go to Setup > Company > Enable Features > CRM > Capture Email Replies.

Now messages sent to your support email address are automatically forwarded to the NetSuite address and logged as cases to your account.

If you use NetSuite OneWorld, you can use different case capture email addresses for each subsidiary, as well as setting up subsidiary-specific case profiles. For more information, see Setting Up Your Mail Server for Email Case Capture in NetSuite OneWorld.

If a support message is sent from a customer with a company record, a copy of the case record is saved to the record. If there is no matching company record, the case will be saved to the Anonymous Customer record. Anonymous customers are specified in case profiles under the General subtab.

When an email becomes a case, you can choose to automatically notify the support rep when they are assigned to that case. Go to Setup > Support > Preferences > Support Preferences. On the Notification subtab, in the Assignment column, check the Notify Assignees box.

General Notices