I am curious if there is OOB functionality or if someone has done something custom to account for this. An external organization (Account) might have sales@company.com used by Bob and Susie. Sometimes Bob might email support (running CSM) to create a Case, or sometimes Susie might. Has anyone come up with a way to differentiate between Bob and Susie in this scenario? The Contact on the Case would be the shared mailbox, perhaps the support agent could look at the email signature and then set some other field on the Case to denote who created it.
