Enabling personalized email replies

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14 Comments

  • Travis Fishbein
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    Hi there!

    I have some concerns about agent privacy with this feature. In the case of agents who would not like their last names released via email, can we have an option to choose between Zendesk user profile names and aliases for this feature?

    Thanks!

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  • Jessie Schutz
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    Hey Travis!

    If you're on the Professional or Enterprise plan, you can make use of our Agent Alias feature. Adding an alias to the agent profile will ensure that their full name won't be displayed in email notifications.

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  • Suhel
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    Hi,

    I wonder if the email responses can be completely personalized with regards to the contents as well. I dont want the bit highlighted in yellow to appear in the email responses  
     

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  • Suhel
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    This is how the above can be achieved.

    https://support.zendesk.com/hc/en-us/articles/203661346?input_string=personalized+auto+email

     

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  • Antonella balquinta
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    Hi everyone, 

     

    I'm needing to hide the Agent Name . When i choose to disable the personalized email reply, it still arrives with the assignee name. 

     

    ¿how can i set to only appear the support address?

     

    Thanks!

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  • Nicole - Community Manager
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    Hi Antonella, you would want to use the Agent Alias feature. Adding an alias to the agent profile will ensure that their full name won't be displayed in email notifications. However, that is only available on our Professional or Enterprise plans. 

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  • Shlomi Porush
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    Can i remove the compny name from the agant name?

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  • Jessie Schutz
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    Hi Shiomi!

    Go to Admin > Channels > Email and click Edit on the support address in question. If you remove the company name from Name field, it will not show up in your personalized email replies:

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  • Shlomi Porush
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    Thanks Jessie for the Reply

    I was not clear enough (sorry about that) My intention was in the email itself - not the sender's name.

    the responses on the email. Is it possible to remove the company name?

    The company name on the responses is redundant simply because the name of the company is already on mail senders name ...

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  • Jessie Schutz
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    Hey Shlomi!

    Can you show me a screenshot of where exactly you want to remove that information? I want to make sure I'm pointing you in the right direction.

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  • Shlomi Porush
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    Here is a screenshot 
    The option to remove the company name is quite basic...

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  • Jessie Schutz
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    Hey Shlomi!

    Thanks for the screenshot....I'm assuming that's the formatted email? Is that's the case, removing the company name as I described above will do what you're looking for.

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  • Ellen van Beek
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    Hi there :) 

    Is it possible to only enable personalized email replies for one specific email address we have connected? 

    As we do not want every support reply from all of our emails to be personalized but we do want that for a specific team using a specific email address. 

    Thanks! 

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Ellen,

    Personalized email replies is an account-wide setting which cannot be enabled for specific groups at this time.

    That being said, you can set up multiple Notify requester triggersfor each of your groups if you'd like these emails to look different.

    Let me know if you have additional questions for me as I'm happy to assist further.

    Cheers!

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