Forwarded emails into the ticketing system do not show the original sender's email address -- only the name appears (e.g. 'From: John' instead of 'From: John ').

This is by design. osTicket uses a strict HTML sanitizer that strips content between characters that are not valid HTML tags, which removes email addresses in forwarded message headers within the body. There is no configuration option to change this without modifying the codebase (which could open XSS vulnerabilities). Workaround: set up an Email Filter matching forwarded email criteria (e.g. Subject contains 'FW') with the rule action 'Use Reply-To' if the original sender's address appears in the Reply-To header. Alternatively, have agents manually update the ticket owner post-creation.