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Engaged Sweeper
From what I can tell, the agent name is not included in the email note history for some reason (only says the Helpdesk email), making it impossible to see who added the note in the email without marking the ticket as personal. However, marking the ticket as personal also changes the name on the email From field, which would make it messy when organizing emails.

Is there any way to show the Agent name in the note history without also changing the email From address? I'm not sure why it's not configured that way in the first place.