diff --git a/app/models/channel/email_build.rb b/app/models/channel/email_build.rb
index 31eb5f60d..8302228e5 100644
--- a/app/models/channel/email_build.rb
+++ b/app/models/channel/email_build.rb
@@ -126,6 +126,21 @@ module Channel::EmailBuild
     mail
   end
 
+=begin
+
+  quoted_in_one_line = Channel::EmailBuild.recipient_line('Somebody @ "Company"', 'some.body@example.com')
+
+returnes
+
+  '"Somebody @ \"Company\"" <some.body@example.com>'
+
+=end
+
+  def self.recipient_line(realname, email)
+    return "#{realname} <#{email}>" if realname =~ /^[A-z]+$/i
+    "\"#{realname.gsub('"', '\"')}\" <#{email}>"
+  end
+
 =begin
 
 Check if string is a complete html document. If not, add head and css styles.
diff --git a/app/models/observer/ticket/article/fillup_from_email.rb b/app/models/observer/ticket/article/fillup_from_email.rb
index 1d89764f5..2770e9206 100644
--- a/app/models/observer/ticket/article/fillup_from_email.rb
+++ b/app/models/observer/ticket/article/fillup_from_email.rb
@@ -46,13 +46,13 @@ class Observer::Ticket::Article::FillupFromEmail < ActiveRecord::Observer
     if !email_address
       raise "No email address found for group '#{ticket.group.name}'"
     end
-    system_sender = "#{email_address.realname} <#{email_address.email}>"
     if record.created_by_id != 1 && Setting.get('ticket_define_email_from') == 'AgentNameSystemAddressName'
-      seperator = Setting.get('ticket_define_email_from_seperator')
-      sender    = User.find(record.created_by_id)
-      record.from = "#{sender.firstname} #{sender.lastname} #{seperator} #{system_sender}"
+      seperator   = Setting.get('ticket_define_email_from_seperator')
+      sender      = User.find(record.created_by_id)
+      realname    = "#{sender.firstname} #{sender.lastname} #{seperator} #{email_address.realname}"
+      record.from = Channel::EmailBuild.recipient_line(realname, email_address.email)
     else
-      record.from = system_sender
+      record.from = Channel::EmailBuild.recipient_line(email_address.realname, email_address.email)
     end
   end
 end
diff --git a/test/controllers/tickets_controller_test.rb b/test/controllers/tickets_controller_test.rb
index 21b8ccee5..ef9bc478f 100644
--- a/test/controllers/tickets_controller_test.rb
+++ b/test/controllers/tickets_controller_test.rb
@@ -318,7 +318,7 @@ class TicketsControllerTest < ActionDispatch::IntegrationTest
     result = JSON.parse(@response.body)
     assert_equal(Hash, result.class)
     assert_equal(ticket.id, result['ticket_id'])
-    assert_equal('Tickets Agent via Zammad <zammad@localhost>', result['from'])
+    assert_equal('"Tickets Agent via Zammad" <zammad@localhost>', result['from'])
     assert_equal('some subject', result['subject'])
     assert_equal('some body', result['body'])
     assert_equal('text/plain', result['content_type'])
@@ -335,7 +335,7 @@ class TicketsControllerTest < ActionDispatch::IntegrationTest
     result = JSON.parse(@response.body)
     assert_equal(Hash, result.class)
     assert_equal(ticket.id, result['ticket_id'])
-    assert_equal('Tickets Agent via Zammad <zammad@localhost>', result['from'])
+    assert_equal('"Tickets Agent via Zammad" <zammad@localhost>', result['from'])
     assert_equal('new subject', result['subject'])
     assert_equal('some body', result['body'])
     assert_equal('text/plain', result['content_type'])
@@ -444,7 +444,7 @@ class TicketsControllerTest < ActionDispatch::IntegrationTest
     result = JSON.parse(@response.body)
     assert_equal(Hash, result.class)
     assert_equal(ticket.id, result['ticket_id'])
-    assert_equal('Tickets Admin via Zammad <zammad@localhost>', result['from'])
+    assert_equal('"Tickets Admin via Zammad" <zammad@localhost>', result['from'])
     assert_equal('some subject', result['subject'])
     assert_equal('some body', result['body'])
     assert_equal('text/plain', result['content_type'])
diff --git a/test/unit/email_build_test.rb b/test/unit/email_build_test.rb
index 326408785..5566ac2b9 100644
--- a/test/unit/email_build_test.rb
+++ b/test/unit/email_build_test.rb
@@ -211,4 +211,20 @@ text
     assert_equal(html_should, html_with_fixes)
   end
 
+  test 'from checks' do
+
+    quoted_in_one_line = Channel::EmailBuild.recipient_line('Somebody @ "Company"', 'some.body@example.com')
+    assert_equal('"Somebody @ \"Company\"" <some.body@example.com>', quoted_in_one_line)
+
+    quoted_in_one_line = Channel::EmailBuild.recipient_line('Somebody', 'some.body@example.com')
+    assert_equal('Somebody <some.body@example.com>', quoted_in_one_line)
+
+    quoted_in_one_line = Channel::EmailBuild.recipient_line('Somebody | Some Org', 'some.body@example.com')
+    assert_equal('"Somebody | Some Org" <some.body@example.com>', quoted_in_one_line)
+
+    quoted_in_one_line = Channel::EmailBuild.recipient_line('Test Master Agent via Support', 'some.body@example.com')
+    assert_equal('"Test Master Agent via Support" <some.body@example.com>', quoted_in_one_line)
+
+  end
+
 end