diff --git a/app/models/observer/ticket/article/fillup_from_email.rb b/app/models/observer/ticket/article/fillup_from_email.rb
index 4ba9cf032..86c2fba6d 100644
--- a/app/models/observer/ticket/article/fillup_from_email.rb
+++ b/app/models/observer/ticket/article/fillup_from_email.rb
@@ -59,6 +59,10 @@ class Observer::Ticket::Article::FillupFromEmail < ActiveRecord::Observer
       sender      = User.find(record.created_by_id)
       realname    = "#{sender.firstname} #{sender.lastname} #{separator} #{email_address.realname}"
       record.from = Channel::EmailBuild.recipient_line(realname, email_address.email)
+    elsif Setting.get('ticket_define_email_from') == 'AgentName'
+      sender      = User.find(record.created_by_id)
+      realname    = "#{sender.firstname} #{sender.lastname}"
+      record.from = Channel::EmailBuild.recipient_line(realname, email_address.email)
     else
       record.from = Channel::EmailBuild.recipient_line(email_address.realname, email_address.email)
     end
diff --git a/db/migrate/20201201000001_setting_add_sender_format_agent_name.rb b/db/migrate/20201201000001_setting_add_sender_format_agent_name.rb
new file mode 100644
index 000000000..9d8f4e3ce
--- /dev/null
+++ b/db/migrate/20201201000001_setting_add_sender_format_agent_name.rb
@@ -0,0 +1,12 @@
+class SettingAddSenderFormatAgentName < ActiveRecord::Migration[5.1]
+  def up
+    # return if it's a new setup
+    return if !Setting.exists?(name: 'system_init_done')
+
+    setting = Setting.find_by(name: 'ticket_define_email_from')
+    return if !setting
+
+    setting.options[:form][0][:options][:AgentName] = 'Agent Name'
+    setting.save!
+  end
+end
diff --git a/db/seeds/settings.rb b/db/seeds/settings.rb
index 81264c158..2fa159eee 100644
--- a/db/seeds/settings.rb
+++ b/db/seeds/settings.rb
@@ -2524,6 +2524,7 @@ Setting.create_if_not_exists(
         options: {
           SystemAddressName:          'System Address Display Name',
           AgentNameSystemAddressName: 'Agent Name + FromSeparator + System Address Display Name',
+          AgentName:                  'Agent Name',
         },
       },
     ],
diff --git a/spec/models/ticket/article_spec.rb b/spec/models/ticket/article_spec.rb
index e0ba48892..ef3981f53 100644
--- a/spec/models/ticket/article_spec.rb
+++ b/spec/models/ticket/article_spec.rb
@@ -27,6 +27,22 @@ RSpec.describe Ticket::Article, type: :model do
       end
     end
 
+    describe 'Setting of ticket_define_email_from' do
+      subject(:article) do
+        create(:ticket_article, sender_name: 'Agent', type_name: 'email')
+      end
+
+      context 'when AgentName' do
+        before do
+          Setting.set('ticket_define_email_from', 'AgentName')
+        end
+
+        it 'sets the from based on the setting' do
+          expect(article.reload.from).to eq("\"#{article.created_by.firstname} #{article.created_by.lastname}\" <#{article.ticket.group.email_address.email}>")
+        end
+      end
+    end
+
     describe 'Setting of ticket.create_article_{sender,type}' do
       let!(:ticket) { create(:ticket) }