If Atera had its own capacity to send out emails for us, then we (or anyone else that uses atera to support its own staff) would not have this problem of not seeing technician names in replies.

We have been working with Microsoft on this and it is ‘core’ to Exchange/Online that if there is a mailbox that matches and kind of send, even though atera adjusts the ‘from’ name, exchange will honour its own configuration over any manipulation of the SMTP ‘from’ value. As a result, because Atera is sending using one of our own 365/mailboxes…….we suffer from this problem.

The only way this will work properly for us – allow our own staff to see technicians name – is if Atera had its own email platform and did not require the use of one of our own 365 mailboxes/accounts to send out email.