How do I change the From: name used for agent notifications? I don't want the emails to appear to be "From" the user


My agents get emails notifications from the helpdesk about tickets, which is fine, but the From: name used for the emails is the user's name - even though the message is really coming from our ticket email address at 

How can I change it so these emails all have a From: name of "Acme Helpdesk"?



In Admin > Tickets > New Ticket Triggers and select the Send agent notifications trigger. 

In the Actions section, change the From: name from "Name of the person who initiated the action" to "Helpdesk Name" (or enter a custom name).

Go to New Reply and do the same for the Send agent notifications trigger there.

Go to Ticket Update and do the same again.


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