Hi,

One frustrating point in using OTRS is that all the sent articles from OTRS Team appears with the same generic name (for example : Support Team) because we use the same generic email address (for example : support@support.com).

Is it possible to change this sender’s name to the agent’s name who effectively did the action (sending the email/response) ?

Check the docs

https://doc.otrs.com/doc/manual/admin/6.0/en/html/ConfigReference_Section_Core_Ticket.html

Ticket::DefineEmailFrom

regards

Florian