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NetSuite Help Desk Cases: Managing Internal Employee Requests

Written by Stephanie Kim | Oct 7, 2025 4:00:00 PM

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?

  1. Case submission: Employees log into the Employee Center and submit requests using a custom Help Desk case form.
  2. Routing: Cases can be automatically assigned based on issue type (e.g., IT requests → IT group).
  3. Tracking: Internal reps update the case with notes, resolutions, or follow-up tasks.
  4. Resolution: When resolved, the case is closed — providing a history of requests by employee and department.
  5. Visibility: Managers can monitor workloads, SLA compliance, and recurring issue trends.

How to Set It Up

  1. 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.
  2. 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.
  3. Assign to Internal Teams
    • Use case rules or workflows to route requests to the right team (e.g., IT group, HR group).
  4. Employee Access
    • Provide employees with the Employee Center role, where they can see a Help Desk option.
  1. Notifications & Workflows
    • Set up workflows for email notifications (employee confirmation, IT/HR assignment).
    • Automate escalations for overdue or high-priority cases.
  2. 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.

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References

Gartner. (2023). Enterprise Resource Planning (ERP) Insights. Retrieved from Gartner: https://www.gartner.com/en/information-technology/topics/enterprise-resource-planning

 

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