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. An alias, rather than a user name, is used by placeholders in automated messages as well.
Administrators and agents can create their own alias by editing their profiles. Aliases are only visible to end-users, not other agents. Agents see the true name of other agents who use agent aliases, while end-users see the alias only.
- To add an alias to another agent's account or your own, 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. The alias is:
- Shown as the sender on all outgoing email to end-users
- The name displayed on forum posts and comments made by agents
- The name end-users see when viewing ticket details