Adding or editing your help center alias

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  • Mirek Kokes

    Hi @...,

    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.

  • Nicole Saunders
    Zendesk Community Manager

    Hi Mirek,

    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.

  • Faris

    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!

  • Dane
    Zendesk Engineering


    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. 

  • James Nicholson

    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!

  • Dave Dyson
    Hi James, welcome to the community!
    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!
  • James Nicholson

    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.

  • Dave Dyson
    Hi James, 
    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.
  • T5 Admin

    Is it possible to have an Alias only apply to certain brands? for example Brand 1 uses the Alias but brand 2 would not.

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi there,
    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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