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 firstname.lastname@example.org.
How can I change it so these emails all have a From: name of "Acme Helpdesk"?
In Admin > Tickets > Triggers, go to New Ticket 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.