Enabling personalized email replies Follow



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    Travis Fishbein (Edited )

    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?


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    Jessie Schutz

    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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    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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