Agent name in personalized email replies and comments

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3 Comments

  • Yair Zamir

    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)

    0
  • Balazs Brauner

    Hi there,

    I have a similar issue: the customer can see the Name of the Agent when receiving the Email. However, this option is turned off in the settings.

    Is there any other place where I need to configure this?

    Thank you,

    Balazs

    0
  • Ben Van Iten
    Zendesk Community Team

    Hi Balazs Brauner and Yair Zamir,

    I realize this is a bit frustrating. So for this what I would point out is that the ticket.comments placeholder is comprised of a lot of other placeholders.

    From this document: https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-Support-placeholders-reference

    I would imagine the issue could be related to that placeholder. You might want to try constructing the trigger with the elements here that you would like to be included, and avoid including the comment.author.name.

    I know that is a bit of a pain, and I appreciate you sharing the trouble that you're running into with us. I'd like to route this feedback to the correct team here internally so they better understand the issue.

    Please let me know if I've misunderstood however!

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