Support Case Assigned to a NetSuite Anonymous Customer Record

This tip is in reference to NetSuite’s Email Case Capture feature.


Through the Email Case Capture feature, NetSuite automatically converts customer support emails into NetSuite Support Cases. Additional setup is required to enable this feature, but many users find the feature valuable for their support operations. For more information about setting up the Email Case Capture feature, please reference SuiteAnswer ID: 11045.


The Email Case Capture feature utilizes an NetSuite Anonymous Customer record to assign Cases created from unknown email addresses. The Anonymous Customer record can be found at: Setup > Support > Case Profile > Anonymous Customer.


If you are currently using the NetSuite Email Case Capture feature and have noticed a large number of cases assigned the Anonymous Customer record, please consider the following causes: