diff --git a/app/assets/javascripts/app/controllers/ticket_zoom/article_view.coffee b/app/assets/javascripts/app/controllers/ticket_zoom/article_view.coffee
index 84ffe5d2f..61f101602 100644
--- a/app/assets/javascripts/app/controllers/ticket_zoom/article_view.coffee
+++ b/app/assets/javascripts/app/controllers/ticket_zoom/article_view.coffee
@@ -157,7 +157,7 @@ class ArticleViewItem extends App.ObserverController
 
     new App.WidgetAvatar(
       el:        @$('.js-avatar')
-      object_id: article.created_by_id
+      object_id: article.origin_by_id || article.created_by_id
       size:      40
     )
 
diff --git a/app/controllers/concerns/creates_ticket_articles.rb b/app/controllers/concerns/creates_ticket_articles.rb
index 5414eb7b3..8d0e06390 100644
--- a/app/controllers/concerns/creates_ticket_articles.rb
+++ b/app/controllers/concerns/creates_ticket_articles.rb
@@ -34,6 +34,7 @@ module CreatesTicketArticles
     if !current_user.permissions?('ticket.agent')
       clean_params[:sender_id] = Ticket::Article::Sender.lookup(name: 'Customer').id
       clean_params.delete(:sender)
+      clean_params.delete(:origin_by_id)
       type = Ticket::Article::Type.lookup(id: clean_params[:type_id])
       if type.name !~ /^(note|web)$/
         clean_params[:type_id] = Ticket::Article::Type.lookup(name: 'note').id
diff --git a/app/models/observer/ticket/article/fillup_from_origin_by_id.rb b/app/models/observer/ticket/article/fillup_from_origin_by_id.rb
new file mode 100644
index 000000000..fa77cf3d5
--- /dev/null
+++ b/app/models/observer/ticket/article/fillup_from_origin_by_id.rb
@@ -0,0 +1,25 @@
+# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
+
+class Observer::Ticket::Article::FillupFromOriginById < ActiveRecord::Observer
+  observe 'ticket::_article'
+
+  def before_create(record)
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
+    # only do fill of from if article got created via application_server (e. g. not
+    # if article and sender type is set via *.postmaster)
+    return if ApplicationHandleInfo.current.split('.')[1] == 'postmaster'
+
+    # check if origin_by_id exists
+    return if record.origin_by_id.present?
+    return if !record.ticket.customer_id
+    return if record.sender.name != 'Customer'
+    return if record.type.name != 'phone'
+
+    record.origin_by_id = record.ticket.customer_id
+    user                = User.find(record.origin_by_id)
+    record.from         = "#{user.firstname} #{user.lastname} <#{user.email}>"
+  end
+end
diff --git a/config/application.rb b/config/application.rb
index 32fed4b20..28aaa09c4 100644
--- a/config/application.rb
+++ b/config/application.rb
@@ -27,6 +27,7 @@ module Zammad
       'observer::_ticket::_article_changes',
       'observer::_ticket::_article::_fillup_from_general',
       'observer::_ticket::_article::_fillup_from_email',
+      'observer::_ticket::_article::_fillup_from_origin_by_id',
       'observer::_ticket::_article::_communicate_email',
       'observer::_ticket::_article::_communicate_facebook',
       'observer::_ticket::_article::_communicate_twitter',
diff --git a/db/migrate/20120101000010_create_ticket.rb b/db/migrate/20120101000010_create_ticket.rb
index d9bb29bd5..6cca4ada3 100644
--- a/db/migrate/20120101000010_create_ticket.rb
+++ b/db/migrate/20120101000010_create_ticket.rb
@@ -166,6 +166,7 @@ class CreateTicket < ActiveRecord::Migration
       t.column :preferences,          :text,   limit: 500.kilobytes + 1, null: true
       t.column :updated_by_id,        :integer,                null: false
       t.column :created_by_id,        :integer,                null: false
+      t.column :origin_by_id,         :integer
       t.timestamps limit: 3, null: false
     end
     add_index :ticket_articles, [:ticket_id]
diff --git a/db/migrate/20170421110000_add_origin_by_id.rb b/db/migrate/20170421110000_add_origin_by_id.rb
new file mode 100644
index 000000000..72887d8c6
--- /dev/null
+++ b/db/migrate/20170421110000_add_origin_by_id.rb
@@ -0,0 +1,9 @@
+class AddOriginById < ActiveRecord::Migration
+  def up
+
+    # return if it's a new setup
+    return if !Setting.find_by(name: 'system_init_done')
+
+    add_column :ticket_articles, :origin_by_id, :integer
+  end
+end
diff --git a/test/controllers/ticket_articles_controller_test.rb b/test/controllers/ticket_articles_controller_test.rb
index b32ed6120..78c054446 100644
--- a/test/controllers/ticket_articles_controller_test.rb
+++ b/test/controllers/ticket_articles_controller_test.rb
@@ -280,4 +280,49 @@ AAAFCAYAAACNbyblAAAAHElEQVQI12P4//8/w38GIAXDIBKE0DHxgljNBAAO
 
   end
 
+  test '03.01 create phone ticket for customer and expected origin_by_id' do
+    credentials = ActionController::HttpAuthentication::Basic.encode_credentials('tickets-agent@example.com', 'agentpw')
+
+    params = {
+      title: 'a new ticket #1',
+      group: 'Users',
+      customer_id: @customer_without_org.id,
+      article: {
+        body: 'some body',
+        sender: 'Customer',
+        type: 'phone',
+      }
+    }
+    post '/api/v1/tickets', params.to_json, @headers.merge('Authorization' => credentials)
+    assert_response(201)
+    result = JSON.parse(@response.body)
+    assert_equal(Hash, result.class)
+
+    article = Ticket::Article.find_by( ticket_id: result['id'] )
+    assert_equal(@customer_without_org.id, article.origin_by_id)
+    assert_equal('Tickets Customer1 <tickets-customer1@example.com>', article.from)
+  end
+
+  test '03.02 create phone ticket by customer and manipulate origin_by_id' do
+    credentials = ActionController::HttpAuthentication::Basic.encode_credentials('tickets-customer1@example.com', 'customer1pw')
+
+    params = {
+      title: 'a new ticket #1',
+      group: 'Users',
+      customer_id: @customer_without_org.id,
+      article: {
+        body: 'some body',
+        sender: 'Customer',
+        type: 'phone',
+        origin_by_id: 1,
+      }
+    }
+    post '/api/v1/tickets', params.to_json, @headers.merge('Authorization' => credentials)
+    assert_response(201)
+    result = JSON.parse(@response.body)
+    assert_equal(Hash, result.class)
+
+    article = Ticket::Article.find_by( ticket_id: result['id'] )
+    assert_nil(article.origin_by_id)
+  end
 end