We send emails from a service account, not an individual user account. We do this so responses from customers directly to individuals aren't lost or ignored when the individuals are out of office or unavailable. This all works well.
Our challenge is that all Case Email Activities in the Notes and Activity History are all displayed as from the Service Account, not the human Owner. (And the human owner is visible if the Email Activity is manually opened) This makes it difficult to know who sent a response to the customer in Cases where multiple staff collaborated to solve an issue.
Needs Votes