Display name in Zoho Desk Ticketing system

We are in the trial phase to implement a Ticketing system. As our company uses several generic emails, such as service@abc.com and service@xyz.com across different branches, the uniqueness of usernames (full names) becomes crucial for our business. Without this distinction, we risk having more than one "service" in the Zoho Desk.

But currently, in the trial phase, I am experiencing that, instead of the Display name (First name and Last name), the ticket is displaying a username preceding "@" in the email which does not work as mentioned in the example above.