Consider the following scenarios:
- There are non-support roles that need to remove Case Messages
- The users of the role are able to see cases but the Remove link does not appear in the Communication tab > Messages
To be able to give Permission to a non-support Role so users could remove Case Messages, follow these steps:
1. As Administrator navigate to Setup > Users/Roles > Manage Roles.
2. Edit the role
3. Under Permissions > Lists > Track Messages = Full > Cases = Full.
4. Click Save.