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.
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?
0
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.
0
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...
1
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.
1
Josh Keller
So much agreement here. This is a security issue. We're also seeing agent's full names exposed, though it's not consistent.
0
Lisa Setford
Hey Josh,
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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
0
Josh Keller
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!
1