add different customer name in a ticket.

[yksdanny]

HI,

i need to add in another column where user1 send a request in hesk, and user1 manager need to reply to approve the request then, only the staff can proceed.
But now im having problem as, when the manager reply, what the staff can see is user1 reply.
how to add in another column where the manager/other user can key in their name when they are not the case creator?