Adding an agent alias

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38 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Mary!

    The Alias in Support does not show up as the display name in chat. You can actually change that in the Chat personal settings.

    We passed along your suggestion for adding that info to our Documentation team, and it's been added as a note to the article. :)

     

    1
  • Jessie Schutz
    Zendesk team member

    Hey Quentin! Welcome to the Community!

    There are a few ways you can get this information. You can do a user data export right from the agent interface, you can pull the data using our API, or, if you have the Customer Lists add-on, you can create and export a list of users as a CSV file. That should get you where you need to go. :)

    1
  • McCabe Tonna
    Community Moderator

    Looking at ZAF client - anyone know how to .hide this field?

    0
  • Jeana

    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

    0
  • David Olson

    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
  • Audrey

    We have an ENT account, we applied an alias to my agent profile but my reply from name is still my real name and not my alias. 

    Only my signature applied the alias. I want my internal team to know I'm the agent using X name for my alias versus have my entire agent profile as my alias. 

    0
  • Mary Thomasson

    Is the Alias also used as the Display Name in Chat? If it is not, you may want to update your article to point this out.

    0
  • Quentin

    Is there a way to export a list of all the agents's alias? So that we can easily find who is who.

    0
  • Jeana

    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
  • Jeana

    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.

    0
  • McCabe Tonna
    Community Moderator

    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
  • Jessie Schutz
    Zendesk team member

    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?

    0
  • 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.

    0
  • Enrique Gaytan

    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
  • Jessie Schutz
    Zendesk team member

    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
  • McCabe Tonna
    Community Moderator

    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
  • Ben Van Iten
    Zendesk Community Team

    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
  • 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!

    0
  • 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?

    0
  • Graeme Carmichael
    Community Moderator

    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
  • Jeana

    @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.

    0
  • 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.

    0
  • Allen Hancock

    I came here looking for information about agent aliases used in agent facing emails (much like Travis above)

    It seems to me that while it would be nice to have agent's names in agent facing emails, there's some real risk in doing so. All it would take is an agent to reply by email and the names would end up in a comment on the ticket.

    So, for that reason, as nice as it would be to have the agent names in emails, I suppose it's best that aliases are used instead.

    0
  • Brett Bowser
    Zendesk Community Team

    Hi McCabe,

    I was able to reach out to internal team here and it doesn't look like it's possible to set up this restriction. While you can configure role restrictions and prevent agents from editing other agents/end-users profiles. They will always be able to edit their own profile name.

    Let us know if you have any other questions.

    Cheers!

    0
  • Graeme Carmichael
    Community Moderator

    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
  • Nadezhda Rusinova

    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
  • Jessie Schutz
    Zendesk team member

    Hey Jeana,

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

    0
  • Graeme Carmichael
    Community Moderator

    @Jeremy

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

    0
  • Jessie Schutz
    Zendesk team member

    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
  • Brett Bowser
    Zendesk Community Team

    Hey McCabe,

    Unfortunately these fields cannot be affected by CSS either.

    Apologies for the inconvenience there :-/

    0

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