Prerequisites for Setting Up Email Case Capture
Your company's email server administrator must set up the following items on your Microsoft Exchange server:
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A Contact to add your NetSuite Address to
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A User for the support address you'll use, for example support@ABC.com
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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, consult the following Microsoft support pages:
In NetSuite
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An administrator must enable auto-generated numbers for Support Cases. Leave the Allow Override box unchecked. See Setup > Company > Auto-Generated Numbers.
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Optional: Enable the related Capture Email Replies feature. When enabled, all messages sent from NetSuite have a customized reply-to address. When a customer hits reply, the message is routed to the original case record and 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 in your account.
If you use NetSuite OneWorld, you can use different case capture email addresses and case profiles for each subsidiary. For more information, see Setting Up Your Mail Server for Email Case Capture in NetSuite OneWorld.
If a support message arrives from a customer with a company record, a copy of the case record is saved to that record. If there's 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're assigned to that case. Go to Setup > Support > Preferences > Support Preferences. On the Notification subtab, in the Assignment column, check the Notify Assignees box.
Email messages over 10 MB in size can't be accepted as cases.