Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage. 

Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about this. 

So, based on feedback and usage patterns, we've decided to disallow this. Agents will no longer be allowed to choose their own email addresses. For those of you who'd prefer to let agents use their own addresses, that's still possible. Simply add their addresses as 'From Addresses' within setup and they'll be shown in the list. 

Please note that this update will be effective from Saturday, the 15th of March. F eel free to use the comments section below and let us know what you think of this.