Hi ​@sumirj,

Emails sent from Freshservice do include the personalized agent name. However, when these emails are forwarded by the Outlook mailbox to end users, the sender name appears as the mailbox name instead.
You can verify the original sender details by clicking on "View Message Details" in the email received in Outlook. This will show the personalized agent name as sent from Freshservice.

To work around this behavior, please refer to the guidelines provided in the following documentation:
https://windowsreport.com/outlook-inbox-doesnt-show-sender/

I hope this helps!