Adding an agent alias (Plus and Enterprise)

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 new 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 Admin 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.

Have more questions? Submit a request

Comments

  • Avatar
    Neil Lillemark

    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!

  • Avatar
    Joy Carletti

    @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. 

  • Avatar
    Jan Sondergaard

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

  • Avatar
    Anton de Young

    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.  

  • Avatar
    Anders Hansen
  • Avatar
    Jennifer Rowe

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

  • Avatar
    Gabrielle Shiner

    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!

  • Avatar
    Laura D.

    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! 

  • Avatar
    Maria Scarpello

    Is this possible for users as well as agents? We have customers requesting that their actual name not be displayed in the forum posts but AFAIK with the SSO we've setup on our site, it is not possible to set and keep the display name separate from the actual first/last name. 

  • Avatar
    Laura D.

    Hi Maria,

    There isn't a way to do this but I do see the value in having an option like this - or at least being able to mask last names for more privacy. I did find a post in our Product Feedback forum that mentions a similar goal, you may want to add to that post or add your own. Hopefully, more people will add and it'll catch the Product team's attention! 

     

  • Avatar
    Maria Scarpello

    Thanks Laura. Added my 2 cents. 

  • Avatar
    Maria Scarpello

    Since that post wasn't an official idea, I've made one here: https://support.zendesk.com/entries/66758906-Customer-alias-in-the-Community 

  • Avatar
    Акмаль Нишанов

    Hi there, 

    Is it possible to use dc in alias? We are supporting users from all over the world but our main support language is russian. So I want to add agent alias in russian and english to not confuse users that not familiar with russian characters.

    Thanks.

  • Avatar
    Laura D.

    Hi Акмаль, 

    Dynamic Content doesn't work in the Agent Alias field, no. I think your reason for wanting it makes sense though, I found this topic in the  Product Feedback forum, might be good to add your vote!

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