"FROM" column in a ticket doesn't show agent name

[danieldai]

In my situation, several agents are responsible for tickets in one queue. Mails in one mailbox are fetched into the queue. When an agent reply the customer in one ticket, the "FROM" column in the ticket history doesn't show the agent name, the mailbox instead. I believe it it defult setup in OTRS. Can we configure it to show agent name? It is sometimes difficult to figure out who replied the customer since we use a unified signature without individual agent name.

Another question comes up in my mind. An auto reply is sent to customer when ticket is created in OTRS, telling him/her the request is accepted. I configured the ticket number, subject, etc into the auto reply. Can we configure to add customer's mail body or attached the whole mail into the auto reply?

[danieldai]

keen to find a solution.