Question:

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 support@acme.com. 

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

Answer:

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.