If you are an end user and aliases are enabled for your help center, you can set up an alias in your help center profile that is used in place of your name when you post or comment in the help center. This is different than an agent alias, (where agents use an alias when communicating with a ticket requester). If you need to set up an agent alias, see Adding an agent alias.
Note: If a Guide Admin disables the alias feature after you've set up an alias, your alias is deleted and your real name becomes visible in all your posts and comments.
To add or edit an alias
- Click your profile icon on the upper-right side of any help center page, and then click My profile to display your profile.
- Click Edit profile.
- Enter or update text in the Alias field, then click OK.
If the alias feature is enabled, the Alias field is shown below the Name field.
Your alias is used in place of your name when you create community posts and make comments on articles or posts in the help center.If you add, change, or remove an alias, all your historical posts and comments are updated too.Note: This feature is also available on Gather Professional.
Can an Agent create/change an alias of the end-user? I didn't find any setting for this. Is this by design that agent is not able to do it or am I blind? :) Thank you.
No, an agent cannot change or create the alias of an end user. To be honest, we haven't been asked for this functionality before.
If it's something you'd like to request, you can post in the Feedback on Gather topic in the community. If you haven't posted there before, here's some information on how to write an effective feedback post.
Hi Nicole, I appear to loose the Alias when I use Macros across tickets being assigned to different groups. In my default group, Macro 1, the Alias appears, when I use the same Macro outside of my default group there are ... instead of the Alias. How can I approach this, as I want the Alias to appear no matter which group the ticket is assigned to. Many thanks!
Due to the nature of this concern, I have created a ticket for you. Please wait for my update and let's continue our conversation there.
It appears to no longer be possible to have a Gather alias that is different from an agent alias. Any attempt I make to follow the above instructions redirect me to edit the agent alias:
Is there a way around this? We'd like to empower our agents to have a dedicated support alias for tickets and a community alias for Gather. Thanks!
Agent aliases are set in Support and apply also to the Help Center; there's not a way to have a separate Help Center alias for the same agent. I'll ask our documentation team to make this more clear, by adding some of the information at the beginning of this article: Editing your Help Center profile
It'd be great to hear more about your use case – for the best visibility to our product team, would you mind creating a post in our Feedback - Community Forums (Gather) topic, using this template to format your feedback? That way other users will be able to upvote and add their own use cases, and that topic is monitored by our Gather product team. Thanks!
Yes, it's certainly this article that confused me. Above, it says "This is different than an agent alias, (where agents use an alias when communicating with a ticket requester)." Is it possible the functionality was changed since the article was written?
Is it possible to use the agent name in support and the aliases for Gather. I see that as a reasonable workaround.
I don't believe the functionality has changed, and there's no option to have an agent's alias apply only in Gather -- an agent's display name will be the same in Support and the help center, whether an alias is used or not.
Is it possible to have an Alias only apply to certain brands? for example Brand 1 uses the Alias but brand 2 would not.
Yes, this is possible to only enable Help Center alias for specific brands only.
For reference, please see sample screenshot below:
For more information, please see this article on how to enable aliases for users in your help center. I hope answer your question. Thank you!
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