Howdy. I'm evaluating OTRS and I could't quite find any mentions of this by searching the mailing list archives or reading the documentation. I apologise if it has been discussed before and I am being redundant. One of the service principles of my company is that the user feel like they are dealing with a person. One simple roadblock in me getting OTRS adopted at my organization is that I have, so far, been unable to find a way to have the agent's real name be applied to the from field. The current behavior is that my agent replies to a ticket and the email comes from "Support" . Whereas I'd like the realname dynamically populated with the Agent's name like "Nathan Milford" < support@company.com>. Obviously, we'd keep the e-mail address itself the same so a user's reply will get put back into the system. It's a small item, but one that won't get past the principle my executive team has put in place. Is this at all possible to implement, or am I barking up the wrong tree? Thank you for your time. Nathan Milford Operations Engineer Outbrain