Customer Name Appears in the From Field of the New Case Notification Email

This behavior happens only if the Receive Customer Replies in Case List Only is not enabled. To enable this preference, perform the following steps:

     1. Navigate to Setup > Support > Support Preferences.

     2. Click the General tab.
     
     3. In Preferences section, check Receive Customer Replies in Case List Only.
     
     4. Click Save.


Note: If this preference is enabled,  the From field will have the Company Name and the Main Support Email Address. If the recipient of the notification replies to the email, the message will not be sent directly to the support rep assigned to the case. If the case have other critical contacts copied, these recipients will not be included in the email once the support rep replies to it.