Summary:
In version 3 we could tell which way the message was coming because of the Sender. When Cerberus would send watcher 'replies' TO WATCHERS the From: address would be the actual AGENT e-mail address (so joe.worker@personal instead of support@ourcompany) so we could very easily tell if it was an inbound/outbound message. Is there any way you could set this as a toggle? We really loved it the old way, the new way not so much. So basically when a WATCHER address replies to an E-mail, the actual copy of that e-mail which is sent to the Watcher should have the FROM: set to their actual e-mail address, but the reply-to: should still be the queue.
I'm pretty sure I saw another request for this, but I'll add this to the roadmap since it's so detailed. it should be a pretty minor tweak to show the worker name (like comments and notes do) on outgoing mail rather than the helpdesk 'from'.
Improvement
Open
[Cerb3] Option to remove [inbound]/[outbound] tags and use worker address as the From address instead