With ExtendSync Outlook, you can create and manage Support Case records directly from your inbox — allowing support teams to quickly log and track customer issues without leaving Outlook.
ExtendSync follows the permissions of your assigned NetSuite role, so your administrator must enable the Support Case record type for your role to create or update records.
Step 1: Open Outlook and Access ExtendSync
Launch Microsoft Outlook and ensure the ExtendSync add-in is installed and active.
Open an email that contains the support case information you want to save.
Click on the ExtendSync panel from the Outlook ribbon or Apps icon inside an email.
Web and Mac Users (Open an email)
Outlook Classic (Ribbon Bar)
Step 2: Create the Support Case record
Scenario:
You work for XYZ Company, a company that sells consumer electronics online. A customer, Tim, recently purchased a wireless speaker from your website. She reaches out to support because the speaker is not turning on. As a customer support agent, you need to create a case in NetSuite to track and resolve the issue.
Click the + sign at the top right corner of ExtendSync then select Support Case.
Select all the mandatory and preferred fields. To customize your form, click on the Configure field button to update the form layout. Click here to learn more about customizing form.
Enter values in all necessary fields, ensuring mandatory fields are completed, such as:
Assigned
Company
Contact
Title
Step 3: Save the Support Case
Click Save to create the record in NetSuite.
ExtendSync will process the request and confirm when the record is successfully created. Select View in NetSuite to open the Support Case.
Step 4: View Support Case in NetSuite
Once you click view in NetSuite, this will jump to the newly created support case.
If you wish to save the email from your Outlook, use the Subject or the Case number and choose the save method you want.
Common Errors and FAQ
🔵 Can a custom form be set when creating a record?
ExtendSync automatically uses the default form assigned to your record.
If your preferred form differs from the default, you can manually select it by adding the Custom Form field.
🔵 Why are Custom fields not showing?
By default, only standard NetSuite fields are displayed. If your record includes required custom fields, validation will fail unless those fields are added manually.
To fix:
Ask your NetSuite Admin to grant permission to view your custom fields.
Once permissions are updated, reload the ExtendSync add-in and add the fields using Configure Fields.
💡 Note: Each user must configure their own form layout in ExtendSync.
Need Help?
💬 Chat with us in-app or on support.cloudextend.io
✉️ Email: cloudextend-support@celigo.com