Adding an agent alias (Professional and Enterprise) Follow

professional enterprise plans

In Professional and Enterprise, 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.

To enable personalized email replies
  1. Click the Admin icon ( ) in the sidebar, then select Channels > Email .
  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.

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Comments

  • 0

    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!

  • 0

    @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. 

  • 0

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

  • 0

    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.  

  • 0
  • 0

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

  • 0

    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!

  • 0

    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! 

  • 0

    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. 

  • 0

    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! 

     

  • 0

    Thanks Laura. Added my 2 cents. 

  • 0

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

  • 0

    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.

  • 0

    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!

  • 0

    We have set alias for our agents to respond to tickets however, the agents real full name is displayed in full at the top of the emails and being signed by the Alias.

    Why would this be occurring if an alias is set?

  • 0

    Hi Susan!

    Would you be able to share a screenshot of what you're seeing so I can understand your question better?

    Thanks!

  • 0

    @Susan, I expect you have the "Personalized email replies" option enabled (Channels -> Email). When enabled, the reply address includes the name of the agent or the end-user who is replying.
    For example, when an agent adds a public comment to a ticket, the notification email to the customer includes the name of the agent in the reply address.

  • 0

    Hi! I think I'm seeing the same thing as @Susan - @Colin's right that we have "Personalized email replies" enabled, but that's what the article suggests you do if you want to use aliases. Our problem is that when we add the last public comment to our email, if the last public comment was made by an agent, their full name displays in the email, rather than their alias.

  • 0

    All I can say is that I have this option unchecked and I am not aware of any situations where the Alias is not used. I will be honest and say that I have not checked recently though.

  • 0

    Hi Jeana!

    I did some testing on my end, and here's what I found.

    In the agent interface, the comment shows the actual name of the agent:

    Screenshot

    But in the email notification, it shows the alias:

    Screenshot

    It also shows the agent alias when viewing the ticket in the end-user's "My Activities" section in Help Center:

    Screenshot

    Are you experiencing something different on your end? If you could provide some screenshots, that would be great!

  • 0

    Thanks for testing, Jessie! I guess what we see is an extra line above the "Nice Smeagol, always helps!" with the agent's full name, while the alias shows up in the From: line... Here's what I'm seeing: http://imgur.com/2kbSBwl

  • 0

    Hey Jeana!

    Can you give me some more context for your screenshot? ie: Is that in an email, or the Help Center? Also, are you viewing it as an agent, or as an end-user? That's going to impact what you see. Once I have a little more information I can take a peek at your account see if I can find out what's up.

  • 0

    Hi Jessie! Sorry I didn't see your response. I am seeing it in the email that is sent to the customer. When I'm an agent and add the last public comment to the ticket, and if that comment includes an agent's public comment, the agent's full name shows up in that history, rather than their alias. I've emailed in as an end-user and the end-user is definitely seeing the full name. Ticket #767663 in our Zendesk if that helps at all.

    Thanks!

  • 0

    Hi Jeana!

    I'm so sorry about the delayed response on this!

    I took a look at the ticket that you referenced, and it looks like the entire email thread is being included in your ticket comments.

    I'm going to get a ticket started on this for you so somebody in support can troubleshoot this in more detail with you. You'll be getting an email from us shortly!

  • 0

    Hi Jessie,

    I've been looking into the Personalize Email Replies feature at https://support.zendesk.com/hc/en-us/articles/203663276-Enabling-personalized-email-replies, and have run into an issue quite similar to this one.

    In the interests of agent privacy, we'd like to ensure that last names are not shared via any email updates. Is there anything that we can do to have this feature point to agent aliases, instead of agent profile names?

    Thanks!

  • 0

    Travis

    You should be fine. If you have agent aliases available on your plan, personalised emails will use the alias rather than the agent profile name. The profile name will only be used if the agent's alias is blank.  

  • 0

    Hi Graeme,

    Regrettably personalized emails seem to be skipping over aliases altogether and just use profile names in our account. Are there any known issues with this feature?

  • 0

    Travis

    Sorry to hear that.

    The real name is used for Agent to Agent notifications

    The alias should be displayed to end users in personalised replies.  But if you are finding that customers are not seeing the alias, that is a support issue. 

  • 0

    Hey Travis & Graeme - We also noticed that any time you use a macro  with a placeholder like "all public comments" the agent name that shows up in the message history is the full name, rather than the alias - I asked support about it but they didn't seem to think it was an issue, but I would think that would be considered a bug

    Edited by Jeana Takahashi
  • 0

    Jeana, That is interesting. Thanks for letting me know.

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