Adding an agent alias (Professional and Enterprise) Follow

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20 comments

  • Avatar
    Jeana Takahashi (Edited )

    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

  • Avatar
    Jeana Takahashi

    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!

  • Avatar
    Jeana Takahashi

    Sure!

    We have a super simple macro to add the last public comment:

     

    Using this when replying to a ticket an agent had responded to previously will show the agent's full name, rather than the alias.

  • Avatar
    Jessie Schutz

    Hey guys!

    According to the last paragraph of this article, the agent alias should be shown in all parts of their external communications. Can you tell me specifically where the agent's real name is showing up so your end-users can see it?

  • Avatar
    Colin Piper

    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.

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    Travis Fishbein

    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!

  • Avatar
    Travis Fishbein

    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?

  • Avatar
    Graeme Carmichael

    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.  

  • Avatar
    Jeana Takahashi

    @Jessie - We're seeing it in one specific instance, where we use a macro to add the ticket history to an exchange. For example, we have an "Add last public comment" macro, which is basically just the {{ticket.latest_public_comment_formatted}} placeholder. If the last public comment was from an agent, you'll see the full name of the agent, rather than the alias. 

    I've talked to support about this, which said that the problem was that I was using a macro (https://support.zendesk.com/hc/en-us/requests/1392045) but it seems like it shouldn't matter? We'd want the alias to appear everywhere.

  • Avatar
    Jeremy Flanagan

    Silly question, but does this info live in good data anywhere? Our QA person was asking for a list of aliases, and doesn't want to go through each agent's page to pull the alias.

  • Avatar
    Graeme Carmichael

    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. 

  • Avatar
    Jessie Schutz

    Hey Jeana,

    It depends on what's in the macro. Can you send me a screenshot of it from the macro set-up screen?

  • Avatar
    Graeme Carmichael

    @Jeremy

    Sorry, but the agent's alias does not get sent to GoodData.

  • Avatar
    Jessie Schutz

    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.

  • Avatar
    Jeana Takahashi

    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.

  • Avatar
    Graeme Carmichael

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

  • Avatar
    Jeana Takahashi

    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

  • Avatar
    Jessie Schutz

    Hey Jeana!

    I'm not sure whether this is expected behavior or not (I'm in the process of finding out)...would you be able to test this using a trigger instead of a macro to see if you have the same result?

  • Avatar
    Jessie Schutz

    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!

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