While many companies use NetSuite cases for external customer support, they can also be configured as an internal Help Desk. This allows employees to submit IT, HR, or facilities requests directly in NetSuite, where they can be tracked, assigned, and resolved — all in one place.
What Are Help Desk Cases?
A Help Desk case is simply a NetSuite case record repurposed for internal use. Instead of capturing customer issues, these cases capture employee service requests. Each case can include:
- Employee (author) who submitted the request
- Category or issue type (IT, HR, Facilities, etc.)
- Priority level
- Assigned internal rep or team
- Notes, file attachments, and status updates
This turns NetSuite into a central hub for tracking and resolving internal support issues.
How Do They Work?
- Case submission: Employees log into the Employee Center and submit requests using a custom Help Desk case form.
- Routing: Cases can be automatically assigned based on issue type (e.g., IT requests → IT group).
- Tracking: Internal reps update the case with notes, resolutions, or follow-up tasks.
- Resolution: When resolved, the case is closed — providing a history of requests by employee and department.
- Visibility: Managers can monitor workloads, SLA compliance, and recurring issue trends.
How to Set It Up
- Enable Help Desk
- Go to Setup > Company > Setup Tasks > Enable Features. Click the CRM subtab, and then under the Support section, check the Help Desk box.
- Create a Help Desk Case Form
- Navigate to Customization > Forms > Entry Forms and create or customize a Case form specifically for internal use (e.g., “Help Desk Case”).
- Add fields for issue type, priority, department, etc.
- Assign to Internal Teams
- Use case rules or workflows to route requests to the right team (e.g., IT group, HR group).
- Employee Access
- Provide employees with the Employee Center role, where they can see a Help Desk option.
- Notifications & Workflows
- Set up workflows for email notifications (employee confirmation, IT/HR assignment).
- Automate escalations for overdue or high-priority cases.
- Reports & Dashboards
- A Help Desk box is added to case records and can be setup to automatically be checked when entering through the Help Desk feature on the Employee Center. Cases marked as Help Desk aren't included in case reports.
- Use saved searches utilizing the Help Desk checkbox as criteria to track open/closed cases.
- Build dashboards for IT or HR teams to monitor case volume and response times.
Benefits of Using NetSuite Help Desk
- Centralized tracking of all employee service requests.
- Automated routing reduces delays and manual assignment.
- Better visibility into internal workload and response times.
- Seamless integration with employee records and internal processes.
By configuring Help Desk cases, companies can turn NetSuite into an internal ticketing system, helping HR, IT, and other support teams resolve employee issues faster and more transparently.
The CFO’s Secret Weapon: The Concentrus Advantage ROI Roadmap™
We have built the ROI roadmap, calculator, and benchmarks CFOs need to manage ERP like a capital investment—because that’s what it is.
Schedule a free strategy call with our ERP experts today!
References
Gartner. (2023). Enterprise Resource Planning (ERP) Insights. Retrieved from Gartner: https://www.gartner.com/en/information-technology/topics/enterprise-resource-planning
About Us
Concentrus is a leading provider of innovative cloud-based enterprise resource planning (ERP) solutions, including NetSuite. Our team of NetSuite experts offers a range of services, including NetSuite price analysis, NetSuite training, and NetSuite integration services.
Our goal is to help businesses of all sizes maximize their investment in NetSuite by providing expert NetSuite cost optimization and implementation strategies. With years of experience as a NetSuite partner, our NetSuite administrators and NetSuite consultants are well equipped to help businesses of all sizes with their NetSuite consulting needs.
Whether you're looking for a NetSuite consultant to help with your NetSuite implementation or you need ongoing NetSuite support, Concentrus is here to help.
Read About Our Implementation Methodology
Want more NetSuite Tips and Tricks? Check out our Short & 'Suite videos
