ANS-1154 · CUSTOMER & CRM RECORDS
How to Configure the ‘From’ Email Address for Customer Support Cases in NetSuite?
Learn how to configure the 'From' email address and email templates for NetSuite customer support cases using Case Profiles.
Short answer
Configure the 'From' email address for NetSuite customer support cases using Case Profiles. Access this functionality via Setup > Support > Case Profiles. Here, you can define the 'From' email address and email templates for each subsidiary. Assign these profiles within the subsidiary record under the Preferences > Support tab to ensure consistent and tailored email communication.
Scenario
Organizations using NetSuite for customer support often need to customize the 'From' email address for outgoing case-related communications. This ensures that replies appear to originate from a specific, recognizable email address, maintaining brand consistency and improving customer experience.
Solution
NetSuite provides the 'Case Profile' functionality to manage the 'From' email address and email templates for customer support cases.
Navigate to Setup > Support > Case Profiles.
Within the Case Profile settings, configure the desired 'From Email address' and any relevant email templates. These settings can be defined uniquely for each subsidiary.
Create a distinct Case Profile for each subsidiary as needed.
Assign the appropriate Case Profile to each subsidiary record by navigating to Preferences > Support tab within the subsidiary's settings.
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