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.
The alias field is only shown if personalized email replies is also enabled (see Enabling personalized email replies). This is done by an administrator.
- Click the Admin icon () in the sidebar, then select Channels > Email.
Zendesk Classic: Select the Settings menu, then select Channels > Email > Edit.
- Select Personalized email replies > Enable.
- Click Save.
- 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.