Why can customers see the agent's full name in email notifications?

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7 Comments

  • Sharon Saffel

    This is contrary to what we have been told before.  But regardless, are you saying that we can only use plain text, to mask the name?  

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  • Ruth PCL

    Agree about being contrary to what we've been told. Also, the whole point of setting up an alias is to protect the real names of our agents. Zendesk should honor the alias EVERYWHERE if it is setup rather than us having to "know" which rules, triggers, and placeholders are excepted. 

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  • Serge Pincon

    I agree with Ruth..

    I just noticed that the agent full name is exposed when using "{{ticket.comments_formatted}}".

    This is quite a dramatic fail from Zendesk to be honest... You are exposing PII of our employees (so potentially putting them at risk) without any indication that you are doing so, and even worse without their or our consent..

    When a user setup an alias it should be honored. Only this alias should therefore be used in any and all external communications.. Without us having to worry that "formatted" / "rich" / "randomunrelatedtag" is exposing data they have no reason to...

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  • Lisa Setford

    I also agree with the above.

    We have also noticed this is happening on Side conversations, however, it is not consistent across the agents, meaning some full names are showing and some are not.

    Could this please be updated so that when an alias is selected it flows across the whole instance? 
    We need to protect our agent's identities at all times. 

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  • Josh Keller
    Zendesk Luminary

    So much agreement here. This is a security issue. We're also seeing agent's full names exposed, though it's not consistent.

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  • Lisa Setford

    Hey Josh, 
    We found a way around this issue.
    Disable 'Personalised email replies' and ensure agent aliases are set up with first name and surname initial if preferred. 

    Admin - Channels - Email - Personalised email replies option

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  • Josh Keller
    Zendesk Luminary

    Thank you, Lisa Setford. Sadly we already have Personalized email replies disabled. We just opened a ticket with Zendesk about this--hopefully they can help us get this sorted. Thanks again, though!

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