Question
Even though all my agents use an alias to hide their real names from their replies, our customers are still able to see the full name of our agents. How is that happening?
Answer
If the full name of your agents is visible in replies and they have created an agent alias, check the trigger that sends the notification that displays the full name. View all the events of the ticket to find out the trigger responsible for that message.
It is very likely that the trigger uses the placeholder {{comment.value_rich}}. This placeholder displays the full name of the agent who makes a comment on the ticket even if their profile has an alias.
As a workaround, use the placeholder {{comment.value}} to prevent that information from being shared with customers.
For more information, see the article: Zendesk Support placeholders reference.