how to set OTRS to send replies more personally, like "agent name" otrs@company.com

[bcerk]

Greetings!

We would like to replace outlook with OTRS in communication with customers. However, there is much resistance because OTRS sends to customers (and coworkers) always as "Company Helpdesk" otrs@company.com in the From field. That way one important quick information (who is the real sender) is not seen until the recipient opens the mail. We can change the text "Company Helpdesk", but it's still the same for all agents.

I guess it should be possible for OTRS agents to send replies from the same common mail address, but with a personal name in front of it (like Name Surname <otrs@company.com>? Has anybody found a way to do it in OTRS 5.0.x?

Thank you in advance!

[reneeb]

There's a sysconfig setting for that: Ticket::DefineEmailFrom

[bcerk]

Thanks, this is it