NETSUITE AS A CRM - How does everyone handle the case status field not changing when a customer updates a case via email? Our cases are 99% email-generated, this seems like a basic crm feature, yet this seems to be a known issue for years (article linked is dated 2012). What ways have you found to deal with this deficiency? Do you rely solely on the Awaiting Support Reply field? https://netsuite.custhelp.com/app/answers/detail/a_id/21625