I have SMTP forwarding enabled for Zoho Desk through Office 365. When replying to a ticket, the agent name does not appear. Instead, the default name of the email account is shown. The agent name does appear when sending an email from a Zoho Desk support email address without going through my external SMTP address.

The setting for "Show agent name in ticket replies sent to customers" is turned on. Is there a setting that needs to be changed either in Zoho Desk or Office 365 to make the agent name show?