When configuring your email channel, you have the option of adding the agent's name to the Reply From address in email replies to the end-user. This is referred to as personalized email replies. When this is enabled, the end-user's name also appears in the Reply From address in email replies to the agent.
About personalized email replies
A personalized reply is used when an agent add public comments to the ticket (whether or not they are the assigned agent). An agent's name is not used for automatic system reply notifications, except when submitting comments via the API. The name used in the personalized email reply is the agent's alias, if there is one, or the agent's system name in their user profile.
This example shows how email notifications look to end-users if you have not enabled personalized email replies.
With personalized email replies enabled, end-users see the agent's name in the Reply From address.
Personalized email replies work with all of your Zendesk Support email addresses, whether you are using variations of your Zendesk email address (support@accountname.zendesk.com) or external email addresses. For more information about support addresses, see Adding support addresses for users to submit tickets.
Personalized email replies also work with wildcard email addresses. If you have wildcard emails enabled, and a user sends email to an address that is not a known support address, the Reply From address will use your default support address and include the agent's name. For more information, see Accepting wildcard email addresses for support requests.
Examples of personalized replies in email addresses
When you have personalized email replies enabled, the replying agent's name or the replying end-user's name is included in the Reply From address in email replies. The address used in the Reply From address depends on whether you are using a Zendesk address or an external email address to receive support requests.
Using Zendesk email addresses with personalized email replies
If you are using Zendesk email addresses, the following table shows what the Sent To and Reply From addresses might look like when you have personalized email replies enabled, and users email one of your known support addresses.
| Sent To | Reply From |
|---|---|
| support@myaccount.zendesk.com | Claire Grenier (Support Address Name) <support@myaccount.zendesk.com>
Note: If the support address does not have a name, the Reply From looks like this: Claire Grenier <support@myaccount.zendesk.com>
|
| help@myaccount.zendesk.com | Ben Gunther (Support Address Name) <help@myaccount.zendesk.com> |
| sales@myaccount.zendesk.com | Donna Rohrs (Support Address Name) <sales@myaccount.zendesk.com> |
| billing@myaccount.zendesk.com | Mike Weeden (Support Address Name) <billing@myaccount.zendesk.com> |
Using external email addresses with personalized email replies
If you are using external email addresses, the following table shows what the Sent To and Reply From addresses might look like when you have personalized email replies enabled, and users email one of your known support addresses. For information about using an external email address, see Using an external email domain.
| Sent To | Reply From |
|---|---|
| support@mycompany.com | Claire Grenier (Support Address Name) <support@mycompany.com>
Note: If the support address does not have a name, the Reply From looks like this: Claire Grenier <support@mycompany.com>
|
| help@mycompany.com | Ben Gunther (Support Address Name) <help@mycompany.com> |
| sales@mycompany.com | Donna Rohrs (Support Address Name) <sales@mycompany.com> |
| billing@mycompany.com | Mike Weeden (Support Address Name) <billing@mycompany.com> |
Turning on personalized email replies
When you enable personalized email replies, the replying agent's name is included in the Reply From address in email replies to the end-user.
- Click the Admin icon (
) in the sidebar, then select Channels > Email. - Click Enable for Personalized email replies.
- Click Save.
A personalized reply is used when agents add public comments to the ticket (whether or not they are the assigned agent) and also when end-users reply. The name used in the personalized email reply is the agent's alias, if there is one, or the agent's system name in their user profile.
27 Comments
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!
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.
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
This is how the above can be achieved.
https://support.zendesk.com/hc/en-us/articles/203661346?input_string=personalized+auto+email
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!
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.
Can i remove the compny name from the agant name?
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:
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 ...
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.
Here is a screenshot
The option to remove the company name is quite basic...
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.
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!
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!
I need my replies to use my domain email (Name@mydomain.com)
(Seems the support@zendesk.... goes into folks spam. Getting my emails seen is kind of the main point ;)
I seem restricted in doing this, as it is the email that I used to register for zendesk. It's already used by a user. Saying that, we have been using zendesk a couple week (and just are learning that folks arent getting replies). There are tickets associated with this email.
How do I get around this without deleting the admin email that I use to enter the program as well as the emails already received.
Hey Tanya,
An email address cannot be used both as a support address and as an identity for a user--if the email is currently in use in an agent/admin profile, the email first needs to be freed up by removing it from the profile, then it can be added as a support address. Once it’s added as a support address, you can configure SPF/CNAME to remove the “zendesk” part from the outgoing email address.
Let me know if you have additional questions for me.
Cheers!
This doesnt seem to work for me. I disable personalized email response and still the responses have the agent name. What am I missing?
Hello jim rogers,
So 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.
Best regards.
Thanks for the response, but I wasnt looking to use Alias, I was turning off personalized response and it doesnt seem to work as described.
Hey Jim,
Apologies for the confusion there! Can you confirm you've hit save at the bottom of the page after toggling this option off?
Additionally, does this happen for every ticket or email sent to a user? I know in some cases if you toggle this option off, the email software the requester is using will create a user profile on their end that saves the agents name and will continue to display if their response is coming from the same email address.
Can you confirm whether or not that's the case on your end?
If you continue to experience issues, let me know and I can create a ticket on your behalf.
Cheers!
Thank you for your reply. It's possible (likely) that I misunderstand the feature. When disabled the response emails come from support via zendesk.com but the agents name is still included in the text. Is that the correct functionality?
Hi Jim,
I think you're understanding the functionality correctly. I did some testing on my end and after I toggle this option off it no longer shows the agents name. If you navigate to Admin>Channels>Email and select edit next to your Support Address you should see a preview of what is displayed to the end-user. There's also a Name (optional) field that you can edit so that's displayed next to your support address.
Let me know if you have troubles locating this option :)
The email from address changes to support@... but then right below that the agents name appears.
Hey Jim,
Any chance you could provide a screenshot? Feel free to crop out any account specific information if you need to.
Thanks!
From: XXXXX <support@XXXXXX.zendesk.com>
Sent: Monday, February 24, 2020 9:27 AM
To: XXXX
Subject: Re: test
##- Please type your reply above this line -##
Your request (26) has been updated. To add additional comments, reply to this email.
Jim (XXXXX)
Feb 24, 09:26 -05
what is the response on this?
Hey Jim,
Thanks for the additional information! So it looks like your name is actually populating in the email itself and not the From field correct?
If that's the case, you'll want to check your notification triggers under Admin>Business Rules>Triggers to see what placeholder is being used in the email body. It's possible that one of the placeholders in the trigger is sending the agents name.
Let me know if that doesn't point you in the right direction!
That looks like the right direction. We have a trigger "Notify requester and CCs of comment update" and it defines the format of the email, but it doesnt include agent name. Email body is defined as
"Your request ({{ticket.id}}) has been updated. To add additional comments, reply to this email.
{{ticket.comments_formatted}}"
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