Forums/Documentation/Users, groups, and organizations

Adding an agent alias (Plus and Enterprise)

Anton de Young
posted this on July 20, 2011 15:30

In the Plus and Enterprise versions of Zendesk, agents can use an alias that will be used on all communications with the ticket requester. This allows agents to create a persona and keep their real name private.

Administrators and agents can create their own alias by editing their profiles.

Zendesk Classic:Alias is called display name. What you set as the display name is shown as the agent's alias in the current version of Zendesk.

 

The alias field is only shown if personalized email replies is also enabled (see Enabling personalized email replies). This is done by an administrator.

To enable personalized email replies
  1. Click the Manage icon () in the sidebar, then select Channels > Email.
    Zendesk Classic: Select the Settings menu, then select Channels > Email > Edit.
  2. Select Personalized email replies > Enable.
  3. Click Save.
To add an alias
  • To add an alias to another agent's account or your own, you simply edit the Alias field in the user profile. See Updating your user profile in the Zendesk Agent Guide.

Once an agent adds an alias, it is the only name that end-users will see. It's shown as the sender on all outgoing email, it's the name end-users see when viewing the ticket details, and it's also the name that is displayed on forum posts and comments that agents add. Aliases are only visible to end-users, not other agents.

 

Comments

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Neil Lillemark
electriccloud

Would it be possible to adjust this feature to allow the Display Name usage to be an option when commenting in Forums? 

There are times when supplying an alias for forums makes sense, while other times where your name and it's association with the company is also preferred to lend some weight.  The ability to define a default preference separately for forums and mail would also be good here.

Thanks!

August 04, 2011 14:59
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Joy Carletti
Zendesk

@Neil, the Display Name functionality is throughout your help desk, not just on tickets. If you define a Display Name for yourself, it will be used in the Forums as well as on tickets.  

Your suggestion to have both a Ticketing Display Name and a Forum Display Name is an interesting one, however, and a good feature request. 

August 07, 2011 14:55
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Jan Sondergaard

What happened to Display Name? It seems that the feature is all of a sudden gone...

May 03, 2012 01:28
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Anton de Young
Zendesk

Jan,

It's still there. If you're not seeing it in your account, please submit a support request. If you're using the Lotus beta, display name is called 'alias' in the Lotus agent user profile. I'm updating this doc right now to reflect that.  

May 03, 2012 10:47
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Anders Hansen
Zendesk
December 13, 2013 07:06
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Jennifer Rowe
Zendesk

Oops, sorry about that! It's fixed now. Thanks for letting us know! :)

December 13, 2013 09:57
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Gabrielle Shiner
howaboutwe

For agents in multiple groups, is there any way to use an alias only on tickets within a certain group? For example, I want my agents' real names to appear when they are in Group 1 but I want the alias to be used when they are acting in Group 2. This would be really helpful to us!

January 08, 2014 12:36
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Laura D.
Zendesk

Hi Gabrielle, 

Right now there is no way to segment where the alias shows up - it'll be in all customer communication. I see you've already voted on the most relevant Feedback thread I can find - we appreciate hearing what you need! 

January 09, 2014 15:19