Specify 'From' address for customer notifications on a Case Comment

Non-Portal Contact (Standard User)

If the contact on the case is not a member of any portal, the From address is the email address of the user who entered the case comment.
To send case comment notifications to non-portal contacts, the Enable Case Comment Notification to Contacts checkbox must be selected.

• In Lightning Experience: Setup > Feature Settings > Service > Support Settings
• In Salesforce Classic: Setup > Customize > Cases > Support Settings

Note: If the Send Case Notifications from System Address checkbox is selected in Support Settings, the From address for all case comment, attachment, and assignment notifications is noreply@salesforce.com regardless of the agent's email. See Customizing Support Settings for more information.

Self-Service Portal User (Salesforce Classic Only — Deprecated for New Orgs)

If the contact on the case is a Self-Service portal user, the From address can be specified in the Self-Service portal settings.
Note: Starting with Spring '12, the Self-Service portal is not available for new orgs. Existing orgs continue to have access.

• In Salesforce Classic: Setup > Customize > Self-Service > Self-Service Portal > Settings > Self-Service Setup
• In the Email Notifications Settings section, enter the email address and display name to use as the From address.

Customer Portal User (Salesforce Classic Only)

If the contact on the case is a Customer Portal user, the From address can be specified in the Customer Portal settings.
Note: Available in Salesforce Classic only (not available in all orgs).

• In Salesforce Classic: Setup > Customize > Customer Portal > Settings > click the name of your Customer Portal
• In the Email Notifications Settings section, enter the email address and display name.

Partner Portal User (Salesforce Classic Only)

If the contact on the case is a Partner Portal user, the From address can be specified in the Partner Portal settings.
Note: Available in Salesforce Classic only (not available in all orgs).

• In Salesforce Classic: Setup > Customize > Partners > Settings > click the name of your Partner Portal
• In the Email Notifications Settings section, enter the email address and display name.

Experience Cloud (Community) User

If the contact on the case is an Experience Cloud (formerly Community) user, the From address can be configured in the Experience Workspaces email settings.

• In Lightning Experience: Setup > Feature Settings > Digital Experiences > All Sites > click Workspaces next to the Community > Administration > Emails > under Sender, modify the email address field.
• In Salesforce Classic: Setup > Customize > Digital Experiences > All Sites > click Workspaces next to the Community > Administration > Emails > under Sender, modify the email address field.