Email sent from instance is displayed in Outlook/OWA as from an unexpected display name Issue One or more users report that emails received from your instance are shown as from an expected address. When you check the outbound email, the From address is set as expected in the headers: Received: from AM9PR10MB4385.EURPRD10.PROD.OUTLOOK.COM (2603:10a6:209:7f::14)by AM6PR10MB3413.EURPRD10.PROD.OUTLOOK.COM with HTTPS viaAM6P191CA0037.EURP191.PROD.OUTLOOK.COM; Fri, 28 May 2021 08:11:08 +0000Date: Fri, 28 May 2021 01:11:05 -0700 (PDT)From: IT Ticket Survey <instance@service-now.com>...CauseSome email clients will display a different display name for the sender of the email if The recipient has saved that email address (instance@service-now.com in the above example) as a contact in their address book with a different display name (IT Service Desk in the above example).The email organisation of the recipient may have a contact defined in the address book . In such cases, the email client will use that display name even though the email headers contain the display name you set in the instance.ResolutionThere is no way to override this behaviour in the recipient's email client when sending the email. The recipient will need to check their contacts and/or contact their email administrators to change the display name.