Question
You've noticed that outbound emails from your Support account contain (Your Company Name) in parentheses after your agents' names.
How can this be removed or updated?
Answer
You cannot remove this text, but you can update it. This is controlled by the account name set for your Zendesk under Admin > Settings > Account > Branding. The account name cannot be blank.
14 Comments
I do not want agent name to show
Hello Brandon,
You can disable this personalized email replies on your email channel ( Admin > Channels > Email).
Once this option disables, only your company name should appear when your customers are responding.
I hope this is what you are looking for. If you have any other question about your Zendesk, feel free to reach out to us at support@zendesk.com.
Cheers
You can change the information in the brackets (Your Company Name).
You do it from: Channels -> Email -> Edit support address.
This will give you an optional field to input a value for each of your support addresses. If you leave it blank the () will disappear too.
How can we have a name without having it in brackets?
Hi Maria!
Do you mean that you want to have the company name AND the agent name, but without the parentheses around the company name? Or that you want just the company name and no agent name?
Hi Jessie,
I'm also interested in this question! We support many different end-users and it would streamline things to prevent our account name from following the agent name in the body of a text. In the first comment, I'm talking about the "(Zendesk Support)" that appears after "Madison Davis"
Is this something that can be updated with multi-brand functionality? If we applied a different brand to the ticket, would it supersede the account name?
Thanks!
Ridiculous that this feature cannot be hided in a simple way
HI BF Support -
What are you trying to hide? We may be able to help you out.
Hey Nicole,
My company is looking to hide the "(Zendesk Support)" that appears after "Madison Davis." We don't want the account name to appear directly after the Agent's name in the body of the message.
Thanks,
William
Hi William,
I apologize, there is not a way to remove the company name following the agent name.
As far as your earlier question with regard to multibrand, your account has a single email template that cannot be modified by brand. If you want your email notifications to customers to vary based on the brand of the ticket, you can create multiple triggers to do this. For information see, Using the email template with multiple brands.
Thanks for the response, Nicole.
To your second point about the brand, are you saying that the company name will remain after the agent name (in the body of an email) regardless of the selected brand?
This is to say that there's literally no way to update this displayed name based on any group/brand/triggers/etc?
Hi William et al -
Good news! I stand corrected. The company name CAN be removed, you simply navigate to the admin page for the support address you want to change, click "edit" and then remove the name. It should no longer appear in notifications.
We have flagged this article for review and correction - apologies for the confusion and misinformation. Please let us know if you have any trouble or additional questions.
Hi Nicole,
This specific setting will update the name that appears in the "from" field in gmail/outlook/etc, but won't have any impact on what's being displayed in the body of the email itself.
It appears as though liquid markup adjustments and triggers are the only way to have any control over the account name's appearance within the message.
You are correct, William!
The following document outlines how to remove all branding from the email template, so you can build your own email notifications:
Setting up an unformatted email template
Hope this information helps you and anyone else looking to do this!
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