Hi all - we're using Netsuite Cases for customer support. We have multiple Case Profiles, each with a different email address and using auto replies on the initial message. The emails go into Outlook and then to Netsuite. We've somehow gotten into an endless loop, with our auto reply going to an email address with an auto reply - and each of those auto replies is creating a new case. There are thousands (almost 100k!). IS has blocked the email address at the Exchange server, and we no longer see the emails coming into Outlook, but they're still coming into Netsuite. Can emails that use a case email address come directly into Netsuite, without going through the Exchange server? We can delete via csv but we need to stop them. Can we stop them from Netsuite? Thanks!

Short answer is, yes, it is possible for emails to come directly to the special email to case addresses, if that is where the emails are being sent to. A good practice is to have all emails come to your Exchange server, then forward them to Netsuite’s email to case addresses instead. This lets you control which emails go through with rules in the Exchange server. We have dealt with this before in both our Netsuite and Salesforce instance, and it’s one reason I am not a fan of auto-reply emails, especially when they come from a system that can generate new cases which then automatically reply, and you can easily get stuck in an endless loop like this when the other sender has the same setup.

Thanks - I "thought" we had it set up to go through Exchange and forwarded to the Netsuite case email address. And that's why it's perplexing that they're still coming in, when they're no longer coming into Exchange. Regarding your second point, don't get me started on that business team using the support email address as the reply to on a mass promotional email and then complaining that the auto replies came into Netsuite as Cases! At least those didn't create a loop. Is there a way to block that incoming email address from within Netsuite, or do we need to turn off the auto reply?

I’m not sure what options are available using the standard email to case. If it was a custom Email plug-in, you’d be able to add custom code to it. You may need to contact NS support for options.

ok, thanks for your help!

good luck, i’ve been there before!

thanks!