Setting Customer Service Preferences

Case Email Setup

Default Case Form to Send to Customer

Check this box to have the email Reply box on case records checked by default.

Default Case Form to Internal Only

Check this box if you want replies to cases marked Internal Only by default.

Default Case Profile

Select the default profile for incoming support cases. See Creating Case Profiles

Preferences

Escalate to Support Reps Only

Check this box if you only allow cases to be escalated to support reps. If you clear this box, cases can be escalated to partners, vendors and non-support rep personnel.

Prevent Support Reps from Receiving Customer Replies by Email

Check this box if you do not want support reps to receive an email copy of a customer’s reply to a case.

If you clear this box, the customer’s reply is sent to the support rep by email and stored in the case record. Any subsequent replies are also added to the case record.

This preference only shows if you have the Capture Email Replies feature enabled.

Messages Reopen Closed Cases

Check this box to allow closed cases to change status to Re-Opened when a message is added to the case. Clear this box to have the case remain closed when a customer replies and prompt to create a new case.

If you check this box and also choose to lock closed cases, the locked cases preference is not overridden. Cases will not be reopened with new messages.

Only Link Approved Solutions to Cases

Check this box to only allow solutions that have been approved to be attached to case records.

All solutions set to display online are also available for attaching to cases.

External Case Response Page

If you check this box, anyone with a link can access the External Case Response Page that contains information about a case. If you clear the box, login to NetSuite is required to access the page.

This preference is available only when the Customer Support and Service feature is enabled for an account.

External Link Validity Period (in Weeks)

Set the duration (in weeks) for external links to the External Case Response Page. Values can be between two and eight weeks.

External users are automatically prompted and guided through the UI to generate a new link when they click an expired link.

Defaults

Status for New Cases

Select the status a new case is set to when first created.

You can create new statuses at Setup > Support > Case Statuses > New.

Status for Grabbed Cases

Select the status a case is set to when it is grabbed by a support rep.

Status for Reopened Cases

Select the status a closed case is set to after being reopened.

Status for Escalated Cases

Select the status a case is set to when a case is escalated to another employee.

Status for Closed Cases

Select the status a case is set to when closed.

Priority for New Cases

Select the case priority newly created cases are set to.

You can create new case priorities at Setup > Support > Case Priorities > New.

Case Lockout

Lock Closed Cases After Lockout Period

Check this box to lock closed cases from being edited after the specified number of days in the Period (Days) field. Only account administrators can edit locked cases.

Period (Days)

Specify how many days you want closed cases to remain editable for after they have been closed. Enter 0 if you want to lock editing immediately after a case closure.