Excellent question, JCOLLINS005.
The osTicket devs added limited avatar support in the 1.10.x Release Candidates. At this time, each user is assigned a randomly-generated avatar that is a composite of different elements.
At this time, only the user his or herself can change the avatar. To do so, click the Profile link at the top of the page while logged into the Staff side. Then click the “Change” button.
Note, however, that this only generates a new, random composite. There is no function to upload and self-assign a photo a specific image.
This is a part of osTicket’s core functionality in v1.10-RC.x. All I’ve done with osTicket Awesome is make the available avatars more interesting (as least, in my own opinion).
Like I said, this is a new and rather limited feature. It does appear that there are plans to expand on this feature, which includes the ability to upload images directly to the osTicket installation and/or possibly by uploading them to the third-party service gravatar.com.
https://github.com/osTicket/osTicket/issues/2436
Also note that this feature is not available and is not planned for v1.9.x.
One other possibility comes to mind if you would like to use staff photos right away, but it is contingent upon a couple of prerequisites:
1) You have more more than 10 staff members
2) Your end-users (clients) do not log into the system
If these conditions are true, you could
a) open images/avatar-sprite-ateam.png in Photoshop
b) replace the existing cartoon faces with your staff images
c) delete everything below the faces, leaving the transparent background
d) save, upload to your osTicket Awesome installation, overwriting the original
e) have each of your users login, go to Profile and click “Change” until they arrive at their own photo
The reason you wouldn’t want to do this if you have clients using the ticket system is that each user would be assigned a random photo of one of your staff members. Which would be a bit weird, ya?