How to change "to" and "from" of outgoing emails?

Question

Currently, emails to "support@mycompany.com" create new issues (or append to existing ones).

There are two problems however, when support staff replies to the client:

The "to" field is not Alice Client <alice@client.com>, but Followers of Issue <alice@client.com>, which is not so nice
The "from" field is not Support Staff <support@mycompany.com>, but Bob Supporthero <bob@mycompany.com>, which makes it hard for Alice to answer to the issue tracker.

I'm sure, one can customize the behaviour, right? Thanks in advance!

Martin · Accepted Answer

I answer my own question:
With the solution to another problem http://help.openerp.com/question/21712/how-to-automatically-attach-a-file-to-all-outgoing-email/, given by Shaun Dawson, this is easy:
In a custom module, inheriting from mail.mail , I can set the recipient and the "reply-to" field easily.

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