Has anyone had luck setting up Cases for both external and internal use? We are already actively using cases in direct relations to our Customer complaints. So currently our setup/workflows/etc are specifically geared towards our sales reps and quality teams. We would like to utilized the Case feature for our ERP Team use as well in a ticketing system sort of way. BUT, we do not want this to coincide with the current setup we are using. Meaning, we want only the ERP Team members to be able to access these cases and we do not want the same workflows/scripts on the ERP Team case records as we have setup on the current case records. Has anyone ran into issues with the two colliding and not being able to be kept separate?

by default nope. you’d have to setup territories I believe and then exclude the workflows and scripts from running on those territories.

We looked at using Cases in NetSuite as our Helpdesk when we were evaluating new Helpdesk options, but we could not find an easy way to keep IT Helpdesk tickets separate from Consumer Cases.

The workflow stuff you should be able to do by setting a Workflow criterion to not run the WFs unless Case Profile=[whatever_the_customer_profile_is]. Assuming Case Profile is a selectable value. re: the blocking off of customer cases, is that due to sensitive information or clutter? If the latter, you could probably set up some dashboard views/list views that exclude customer cases and have the internal people work from that. Wouldn't solve the problem of the customer cases coming up in global search, but should be able to keep internal case users mostly away from customer cases that way. If it is due to sensitive information that you need the internal case users not to see, might be out of luck. I don't think you can do a hard filter by type.