Using Cases and Issues for customer support

Since NetSuite wants to be the central place each client runs their business from, it makes sense that the system offers features for customer support organizations. The main features worth knowing here are Support Cases and Issues. Cases are used to track communication with a customer and can be created either by the customer or the client’s Customer Service Representatives (CSRs). A customer can typically create a Case via email or by completing a web form. The client’s employees can manually create Cases whenever they need and can also use the CSV import feature to create Cases in bulk, as is common if NetSuite and another system are kept in sync.

Cases can be used for many purposes, but generally, they should be related to customer support. For instance, their most common use is to track questions and reports of problems from customers with products or services they’ve purchased. But we’ve also seen clients...