@jackie.marler to move users away from using email to submit support tickets you have to make it extremely easy and user friendly for them to submit it in NetSuite. You could then send email notification for them to follow up from their email box if they need to. We had to build a very simple popup allowing all users to contact IT from any NetSuite screen. see screen below>

I would love to do this and eliminate the emailing process. Would you be willing to share a bit more about how you accomplished this? Do you have a menu link or something else to pop the window?

It’s a scripted button that triggers it. I could demo sometime this week if you’d like.