Grabbing Cases Feature in NetSuite 2026.1

TL;DR Opening

Starting in NetSuite 2026.1, the Grabbing Cases feature allows support representatives to quickly assign customer service cases to themselves, facilitating faster responses to customer inquiries.

What's New

The Grabbing Cases feature enables support reps to take control of case assignments more efficiently. This feature is designed to streamline the case handling process, ensuring that support representatives can respond promptly to customer needs.

How to Grab a Case

To grab a case, follow these steps:

1. Navigate to Lists > Support > Cases > Customer Service > Cases.
2. Locate the case you wish to assign to yourself and click Grab next to it.

Important Note:

• Support Role Required: You must be designated as a support rep to use this feature. For instructions on marking employees as support reps, see the section on [Marking Employees as Support Reps].
• Restrictions: You cannot grab a case that is already assigned to someone else.
• No Right-Click Support: Attempting to right-click and grab the case to open it in another browser tab or window is not supported.

After Grabbing a Case

Once you grab a case, it will automatically be assigned to you. You can then make any necessary changes to the case, such as:

• Updating the priority level
• Adding a reply to the customer

Upon replying to the customer and marking the case as closed, it will no longer appear on the active cases list. However, you can access closed cases by adjusting the status filter.

Additional Administrative Features

Administrators have the option to set case rules and territories. This automation can route cases to support reps based on specific criteria, which helps in managing workload effectively. For detailed steps, refer to the guides on [Creating Case Rules] and [Creating Case Territories].

Additionally, administrators can allow support reps to receive email notifications for customer responses. This feature can enhance communication and ensure that representatives are consistently informed about customer questions or updates. To enable this, uncheck the Prevent Support Reps from Receiving Customer Replies by Email option under Setup > Support > Preferences > Support Preferences.

Viewing Case Details

From the cases list, you can click on the name of any case to view its full details. You also have the option to click Edit to add messages or responses related to the case.

Who This Affects

This feature primarily affects:

• Support Representatives: Those managing customer inquiries and cases.
• Administrators: Responsible for configuring support preferences and case management settings.

Key Takeaways

• Quick Case Assignment: Support reps can quickly grab cases to enhance response times.
• Automatic Routing: Administrators can implement case rules to automate case assignments.
• Email Notifications: Reps can receive customer replies via email to improve communication.
• User Permissions: Only users designated as support reps can utilize the grabbing feature.
• Closed Case Access: Closed cases can still be accessed by filtering status appropriately.