Enabling personalized email replies

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12 Comments

  • Travis Fishbein

    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 - Community Manager

    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

    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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  • Antonella balquinta

    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

    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

    Can i remove the compny name from the agant name?

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  • Jessie - Community Manager

    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

    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 - Community Manager

    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

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

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  • Jessie - Community Manager

    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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