Customer Name is John Smith.
Support Person Name is Chris Lee .
Support Administrator view a case email to view that Author of an existing email from their Support Rep sent to their Customer indicates John Smith instead of Support Rep Chris Lee.
1. User edits the Case record: Lists > Support > Cases > Edit the Case.
2. Under Communication tab user enters the reply in the Message box instead of the Reply box.
3. Click Save.
Note: In order to avoid wrong Author on cases, users need to utilize the correct message boxes.
If user changes the customer or company who submitted this case, the last message remains, even if it is from the previous company.
To view all past messages, click View History on the Messages subtab.