I feel like I’ve missed something VERY obvious here but I can’t seem to find it so hopefully someone can point me the right direction.
I have RT5 working pretty much exactly how I like it - emails go to a central support@domain email, tickets get created from there and I can either update from the web UI or just reply to the emails. Users can do the same.
When I reply to an email or update via the web the email goes correctly from “Firstname Lastname support@domain” . Perfect! Lets my clients see who they’re speaking with. But when coming back in to the technicians EVERY email is from “Queue Name support@domain” when I’d like it to be “Firstname Lastname support@domain” the same as the outgoing.
Is there a way for me to have RT pass through the “From” line when sending these emails to ticket owners? Having an inbox full of emails from the same user makes it difficult to spot a specific ticket quickly based on who submitted it.