1. Support Management
  2. Working With Cases
  3. Responding to Customer Cases
  4. Forwarding and Replying to Existing Case Messages

Forwarding and Replying to Existing Case Messages

Existing messages appear listed in the Messages section of the Communication subtab on the case record.

You can forward a message from a case record to another recipient. The text and heading of the original message is added below your message. When you forward the message it is not saved in NetSuite and it is not recorded in the case record. Forwarded messages do not have a reply to address.

To reply to existing case messages:

  1. Click View for a message to open it in a new window.

    In this message you can manage recipients, and read receipts and attachments.

  2. At the top of the form, you can Reply, Reply to All, or Forward a message.

  3. Click the Recipients subtab to add recipients to the email.

    You can also add blind carbon copy recipients to email sent from a support case record.

    1. Enter an email in the Email column.

    2. Check the box in the BCC column.

    3. Click Add or OK.

      Replies from BCC recipients are marked Internal Only.

  4. Click the Message subtab to read the existing message.

    You can reply to a message on a case record. Your reply is recorded in the message history on the case record.

  5. Click the Attachments subtab to add attachments to the email.

  6. When you are ready to send your email, click Merge & Send.

Related Topics

General Notices