In case of web form, use also email in from to be able to reply.

app/models/observer/ticket/article/fillup_from_general.rb

@@ -25,6 +25,10 @@ class Observer::Ticket::Article::FillupFromGeneral < ActiveRecord::Observer
 
     return if !record.created_by_id
     user = User.find(record.created_by_id)
+    if type.name == 'web'
+      record.from = "#{user.firstname} #{user.lastname} <#{user.email}>"
+      return
+    end
     record.from = "#{user.firstname} #{user.lastname}"
   end
 end