Name Changes in Resolve Help Desk + GoTo Connect

Hello, not sure If we have a unique situation or not, but I wanted to highlight, what I believe is odd intended behaviour from Resolve and GoTo Connect on name changes in the Help Desk system. Where I am specifically referring to is users that submit Helpdesk tickets to us, not our agents. Our users primarily submit tickets to us using email. Once they send in an email they get added to the list of users in the "Manage users" section, that can be accessed (only place I can find a way to access this list), from the drop down of "Submitted by". First, there is no way to modify users when they are on that list, you can delete them and read them, but that creates problems as we see. BUT in our situation, when we have a User that is Both in GoTo Connect and then in LogMeIn Resolve, If we change the name of the user in GoTo Connect, it then in Resolve gets locked to the old name. 

 We have two situations where this is happening, and where we believe we should be able to update the name on the account for legitimate business reasons.

1. Common email account (ie. weddings@email.com ) - In this case we have a location where we have a dedicated employee or contractor that uses a general email, but they switch out the employee when they are promoted or let go, we change the name GoTo Connect (In this case we didn't delete, just changed the name), then the new user will send in a helpdesk ticket and it will then still show the old name. We manually try to change it, with the new user, reflected in Managed Users and in the User management section of Resolve admin, but no dice, it always reverts back to the old user
2. Different name and different email address - In this case we have a user that is retiring, a new user is taking over her position.  In GoTo Connect we did NOT delete the old users account, we simply edited the name and email address since they would be using the same extension, phone number and desk phone. Once that was done, in Resolve, now when the new user sends in a ticket request(ie. Justin), its still locked to old user name (ie. Elizabeth) 

We have tried deleting all accounts in both Connect, Resolve and under Managed Users, then tried to recreate them but still, we get the same behavior, its almost as if once the change is made its like forever stuck in Resolve. We haven't tried Deleting the Connect account first before we edit or rather recreate the account with a new name or anything, haven't had a new employee yet to try it that way since we have encountered this>

We placed a case with Support, #: 21234177, and in that ticket they stated that it was intended behaviour for Resolve to act like this, but I didn't notice the connection between Connect and Resolve before that ticket closed. BUT i would like to make a case that we should be allowed to update the name of the user or profile as they called it. What are we supposed to do with users in out help desk system when they don't have the correct name? That doesn't make sense from a HelpDesk or business case.