So client opens a ticket, Tech then responds to the ticket is list the full name of the Tech who responded to the Ticket. Is there a way where the client facing side would also show "IT SUPPORT" responded but internally we could see which tech responded to the ticket? The problem is we are in a AD environment with Gmail corp setup, clients are employees, it does take to much work for employees to find the email address of the Tech who responded to a ticket if they know the tech's Full Name.