Question
What name appears on my replies when I have personalized email replies enabled? What about as the author of a comment on a ticket?
Answer
If there is a defined alias on agent profiles, the email will display the alias on the answering agent's user profile. If there is not a defined alias for that agent, the agent's system name will appear. Comments on tickets also follow this hierarchy.
1 Comments
I really wish there was an easy way to remove the agent name without using alias (which is disabled for team plan for some reason)
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