Can’t find issue email template

Hi, I’ve been struggling with this for a couple days. Long story short:

Whenever we create a ticket on NetSuite the user who requested it receives an email notification that says something like “You have succesfully created a ticket” including a link to the issue record.

Separately, the user who requested it also receives email update notification whenever their ticket record fields are updated (change of status or comments).

I was able to find the update ticket email template but there is no clue of the “new ticket created” template. Already looked in System Email Templates page, Email Templates page and Workflows page. Have any of you ever had a problem like this before? Where do you suggest I look for it?


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1 Answer(s)

Did you try the  Standard New Case Customer Notification?


Thank you for contacting ${companyInformation.companyName} Customer Support.

Your request for assistance has been received. Case #${case.caseNumber} – “${case.title}” has been created for you. A member of our customer care team will respond to your case as soon as possible.

Click here to update the Case online, or reply to this email

Beginner Answered on July 6, 2023.

Hi ! Yes, I was able to find some Case email templates but unfortunately they’re not related to the issues template I’m looking for (the case template has a different content than the one our users get). Thank you still!

on July 6, 2023.
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