Using NickName instead of Real name in replys


I am trying to change so when one of you support people respond to a ticket,

so in the email instead of
Real Name via RT

I would like

NicK Name via RT

i looked in the “Default transaction template”. It does not appear that it
is in there

Can some one please point me into the right direction.

BTW, is there a searchable archive of these emails? If found one archive but
they were not searchable