When my Zendesk Support notifies me of a received request or when a customer replies to an existing request, the email notifications display my account name in the email title as the sender. Why doesn't this notification display the requester's name or their email instead?
It is expected behavior for email notifications to use the account name instead of the name of the user who sent the email. When customers reach out to your Support account, they are emailing the support address of the account and not any specific agent. Your Support account receives this email and generates a new email notification, which is then sent to your agent email.
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