Ability to have staff name in "From" header

[jason_s]

Currently, the only time that the staff name appears in a "From" header to a ticket reply is when the staff enters their reply via the web interface, and there is no "From name" for the mail queue.

However, when a staff member replies to an alert, the mail sent to the customer has either the mail queue From Name or the department name, depending on whether or not the mail queue has a From Name. There is no way to make the From Name be the staff name in this case.

It's important for our company that the staff name appears here, as we like to make sure there's an identifiable person responsible to our customer. However, our workflow is highly email based, so it doesn't work for us to enter replies in the web interface.

I would like the ability to have the staff name appear in the From header of emails to customers, when the email is triggered by a staff reply to an alert.

I can see this functionality working in one of three ways:
1) Change it so that replies to alerts work the same as replies via the web interface -- if there is no queue name, the From Header should have the staff name, not the department name
2) Have an option in the mail queue "From Name" to be "staff name" -- that way all staff responses from a ticket using that mail queue will get the staff name
3) Have a department-level configuration option to "Always use staff name in mail replies".

And just to clarify, I only want the staff *name* in the from header, not the staff email address.

[Adrianvm]

Very good suggestion. You have no idea how much it irritates me when submitting a ticket to another company that uses Kayako eSupport, and each and everytime I get a reply, I have no idea who it is from. This lack of personalisation makes customers, or prospective customers, lose trust. An identifiable name of a PERSON is important, especially in the industry I work in.

[bcse]

I agree with this suggestion to. Having it always say "BCS Engineering" as the name isn't clear to our clients. They end up calling the people here by the wrong name, calling me Lori, or Stacy, Carrie, etc. It's like they don't know which staff member replies even though we sign our name in our response.

Carrie

[jhamilton]

I also am looking for a solution to this.
We mainly reply from Outlook or Blackberries and want our names to show.