Is it possible to set the username in the FROM header to the person sending the email?
So if a customer sends a reply it would come
FROM: Customer Name <support@mycompany.com>
and when the agent replies the customer gets the email
FROM: Agent Name <support@mycompany.com>
This way inside the email client, the agent and the customer know who sent the email to them instead of showing up as Help Desk or Support Desk or whatever.
