How can I change the name in the outgoing email notifications?

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  • Mechelle

    If you use multiple support email addresses, how do you select which one to use when creating a new case to email a customer? There isn't an option anywhere on the case to select the outgoing email address to be used. Thanks.

  • Jessie Schutz
    Zendesk team member

    Hi Mechelle! Welcome to the Community, and thanks for your question!

    There isn't native functionality that will allow you to do this, but there is an app in our App Marketplace that adds this ability. You can find it here: Select an Address.

    I know that many customers have used this app with great success, but I do want to point out that this is a Zendesk Labs app, which means that it's not officially supported. So if something changes and the app breaks, our Support Team won't be able to help you fix it. So just bear that in mind. :)

  • Anthony Hopkins

    Optional is editable but how to edit Name?, here:

  • Jessie Schutz
    Zendesk team member

    Hi Anthony!

    The agent name is changed from inside each agent's User Profile. You see this because you have personalized email replies enabled on your account, so it will show the name of the agent responding. If you add an additional name as you have in the screen cap above (this is usually your business name) that will appear in parenthesis after the agent name.

    If you don't want your agent names to appear on email replies, you can going to Admin > Channels > Email and disable Personalized email replies.

    Hope that helps!

  • Maria

    Hey Jessie,

    is there still a open source version available of the Select an address app?

    Since the one on github is 3 years old and with v1, which cannot be used anymore (but in the zendesk apps store it says "Last change 30 days ago" - so I guess there is a new app with v2 apps framework available)


  • Jessie Schutz
    Zendesk team member

    Hi Maria!

    The V1 version of Select an Address can still be used as long as it's installed from the App Marketplace. To the best of my knowledge, there isn't a V2 version of it available anywhere at this time. 

  • Jason Foxwell-Moss


    Unticking the Enable box for Personalized email replies isn't working for me  - my name is still appearing in replies.  Any idea why?





  • Daniel Yousaf

    Hi NAME,

    Thanks for reaching out!

    I've created a ticket for this question, as it will require looking at account-specific data. You'll receive an email from me shortly :)


  • Craig Leonard

    Hi there, 

    I've unticked the "Personalized Email Replies", but my name is still appearing on email replies. Why could this be?




  • Brett - Community Manager
    Zendesk Community Team

    Hey Craig,

    Do you still have the agents name set under the alias field in their agent profile?

    You can also set this field to another name such as Customer Support and that should display instead of their name.

    Let me know if you still have issues setting this up!


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