Dear All,

I have below observation when using the Service Lightning Console/ Experience (when Implementing Case Management for small User Group in our ORG.)

When a case is created via Email to Case , the reply button available in Classic is not present anymore instead when you click on Email tab under Feed the email opens in a draft mode, this is ok however the Default From email address is now my personal email address instead of the email to which customer has sent the email.

This behavior is different from Classic which should be maintained in Lightning Experience / Console as well instead of agent selecting the From Address using Drop Down.

Let me know if anyone else in this group has faced this and any solution is present.

Regards

Sagar