diff --git a/app/models/ticket/article/adds_metadata_general.rb b/app/models/ticket/article/adds_metadata_general.rb
index 954e4618c..704e9abd6 100644
--- a/app/models/ticket/article/adds_metadata_general.rb
+++ b/app/models/ticket/article/adds_metadata_general.rb
@@ -55,7 +55,9 @@ module Ticket::Article::AddsMetadataGeneral
     return true if user_id.blank?
 
     user = User.find(user_id)
-    if type.name == 'web' || type.name == 'phone'
+    is_customer = !TicketPolicy.new(user, ticket).agent_read_access?
+
+    if (type.name == 'web' || type.name == 'phone') && is_customer
       self.from = "#{user.firstname} #{user.lastname} <#{user.email}>"
       return
     end
diff --git a/spec/factories/ticket/article.rb b/spec/factories/ticket/article.rb
index aa6134052..1ab1726c0 100644
--- a/spec/factories/ticket/article.rb
+++ b/spec/factories/ticket/article.rb
@@ -66,6 +66,13 @@ FactoryBot.define do
       end
     end
 
+    trait :outbound_web do
+      transient do
+        type_name   { 'web' }
+        sender_name { 'Agent' }
+      end
+    end
+
     factory :twitter_article do
       transient do
         type_name { 'twitter status' }
diff --git a/spec/models/ticket/article/adds_metadata_general_spec.rb b/spec/models/ticket/article/adds_metadata_general_spec.rb
index 8ae784366..c5627466d 100644
--- a/spec/models/ticket/article/adds_metadata_general_spec.rb
+++ b/spec/models/ticket/article/adds_metadata_general_spec.rb
@@ -2,17 +2,33 @@
 
 require 'rails_helper'
 
-RSpec.describe Ticket::Article::AddsMetadataGeneral, current_user_id: -> { agent.id } do
+RSpec.describe Ticket::Article::AddsMetadataGeneral do
   let(:agent) { create(:agent) }
 
-  context 'when customer is agent' do
-    let(:customer) { create(:agent) }
+  context 'when Agent creates Article' do
+    shared_examples 'not including email in from' do |factory|
+      subject(:article) { create(:ticket_article, factory, ticket: ticket, created_by_id: agent.id, updated_by_id: agent.id ) }
 
-    it 'show customer agent details in from field' do
-      ticket  = create(:ticket, customer_id: customer.id)
-      article = create(:ticket_article, :inbound_phone, ticket: ticket)
+      let(:ticket) { create(:ticket) }
+      let!(:agent) { create(:agent, groups: [ticket.group]) }
 
-      expect(article.from).to include customer.email
+      it "doesn't include email in from" do
+        expect(article.from).not_to include agent.email
+      end
+    end
+
+    it_behaves_like 'not including email in from', :outbound_phone
+    it_behaves_like 'not including email in from', :outbound_web
+
+    context 'when as Customer' do
+      subject(:article) { create(:ticket_article, :inbound_phone, ticket: ticket) }
+
+      let(:customer) { agent }
+      let(:ticket) { create(:ticket, customer_id: customer.id) }
+
+      it 'includes email in from' do
+        expect(article.from).not_to include agent.email
+      end
     end
   end
 end