Adding an agent alias (Professional and Enterprise)

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38 Comments

  • McCabe Tonna
    Comment actions Permalink

    Thanks for quick response Brett,

    Is it possible to append CSS to any Zendesk fields? 

    I dont need to fully lock it down, but more appear that it is un-editable 

     

    Thanks,
    McCabe

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey McCabe,

    Unfortunately these fields cannot be affected by CSS either.

    Apologies for the inconvenience there :-/

    0
  • Nadezhda Rusinova
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    HI! Is it possible to create more than 1 Alias to agents account and display to end-user one of them depends on some conditions (e.g. user language)? 

    0
  • McCabe Tonna
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    Nadezhda,

    To have multiple? No, although I'm sure a custom app could change the alias based on conditions. This would require a custom script. 

    psuedo code:

    Client.get('currentUser.alias')

    if

    Clientt.set('currentUser.alias','alias1')

    else

    Client.set('currentUser.alias','alias2'')

     

    Unless anyone else knows a more simple solution

     

    0
  • David Olson
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    Hi there,

    We are currently in need of tracking how our agents have represented themselves over the years, which entails finding when their aliases were used and when they weren't.  I'm not seeing any historics out there at the user level regarding alias use.  Is there any way to obtain this?

    Thank you very much!

    0
  • Ben Van Iten
    Comment actions Permalink

    Hi David,

    There is an API end point that you can leverage for aliases: Users - Support API

    Unfortunately there are not any native ways through reporting, or the agent interface, that you can get any data on them however. 

    I hope this is helpful - please let us know if you have any further questions.

    0
  • Enrique Gaytan
    Comment actions Permalink

    Hi, I added aliases to my agents and myself and keep showing the full agent name on the chat application on my website, how can I activate or check if this is not enable maybe?

    0
  • Erika Camille Sundian
    Comment actions Permalink

    Hi Enrique Gaytan,

    Could I please confirm that you have followed the steps on Editing your personal settings in Zendesk Chat

    As noted in this article: Changing an agent's alias in Support will not affect their name in Chat. To change the name displayed when chatting, you will need to edit the agent's display name in Chat.

    Let me know if you have other questions! :)

    0

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