How can I change the name in the outgoing email notifications?

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10 Comments

  • Operator AV-1544

    Hello

    I am having the same issues as earlier mentioned. This seems to be a bug somewhere in Zendesk that I am not able to find out.  Every new email that is created (not by me but someone else in the group), also shows my name with it.  Since I was the 1st user of Zendesk and created the 1st email, now every email shows my name.  That is insane, and the replies here do not help either as this is not something that is based on a single agents' profile.  

    it seems that the system is taking the person who setup the primary instance, and putting his/her name in every email that is created afterwards.

    Does anyone have a solution for that?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Amit -

    I'm not sure what would be causing this frustrating situation, so I think your best bet is to contact our support team via Chat so they can troubleshoot your account settings with you (use Option 1 here): Contacting Zendesk Customer Support

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  • Gregory

    I am having a similar issue to what Anthony Hopkins asked 3 years ago but this answer does not seem sufficient:

    https://support.zendesk.com/hc/en-us/articles/227548547/comments/360000270928

    When we receive a NEW ticket that is unassigned, we have a trigger that sends an automatic response to let the requester know that we've received their request.  As the admin/owner of the Zendesk instance, it seems to always put MY NAME in the "from" header.  I just want it to say it's generically from our support desk. 

    Later on, when an actual agent writes a specific reply, I want it to have that agent's name. Hence I don't want to turn off personalized email replies.  I just want our generic, triggered emails for unassigned tickets to be non-personalized.  Is this possible?

    (note that this sounds somewhat similar to what Amit Vora asked 3 months ago, but I assumed it was not a bug. we are only having this issue on the triggered replies).

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Gregory,

    This was mentioned previously, but to be sure have you tried changing your Alias on your profile?  If you are the owner of the account, unassigned notifications will come from "you" (or whomever you put in the Alias box on your profile).  Hope this helps!

    Brandon

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  • Gregory

    Hi Brandon -

    Thanks for your reply. We are a small company and are on the team plan with just 2 agents. With this plan, I don't think agent aliases are included.

    We both actively work on and respond to tickets, and ideally if I respond to a ticket the user sees that it is from "Gregory" and my other agent responds it is from "Michael". Is my understanding then correct that it is NOT possible to do what I am asking without either:

    a) Adding a 3rd agent for $25 per month ($19 if annually), and setting it so that the owner agent has a generic name, e.g. "Help Desk". And then when I want to answer tickets, do so as a non-owner agent.

    b) Keep the 2 agents only, but change my owner agent name to something generic for all purposes (but triggered replies as well as manual replies).

    c) Upgrading to professional plan (but even then, it's not clear to me that an alias would allow for a different "owner" name for triggered vs manual replies, and I might still need a 3rd agent?)

    Are those basically my options? Thanks in advance.

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Gregory,

    Thanks for the clarification.  Yes, on your plan, your options would be to change your name in the system to something generic or adding an additional seat.  You are correct in that upgrading wouldn't necessarily solve the problem, because the alias would just replace your name, not give you the option to have two different paths.  The only other option would be to turn the personalization off.

    Brandon

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  • Gregory

    Understood, thanks Brandon.

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  • barbara

    Hi Brandon,

    We are facing the same issue as Gregory but are on a Professional plan for Zendesk Support. Is there any other solution for us than to change the Alias, as suggested?

     

    Thanks.

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  • Gregory

    I'll just add that even the alias approach suggested by Brandon did not work for us.  I changed the name of my owner agent to something generic, but then within a day it had automatically reverted back to my previous name. 

    I think this is because we are using single sign-on with web tokens for our users. Our user names and authentication are handled on our own external website, and that gets passed over to Zendesk automatically so that our users don't need to create separate Zendesk accounts in order to create a ticket. My assumption, but I'm not sure, is that the single sign-on overwrites my Zendesk username back to whatever my username is on our external website. If anyone knows if this doesn't sound correct or if there's a way around it, please let me know.

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  • barbara

    Thanks. I appreciate your response, Gregory, even if it's not good news.

    Adding on to the issue - the name that is displayed as the sender name is not even our account owner - it's randomly one of our other admins (not even the first one in the alphabet). 

    Can we have a solution to this issue, please, Brandon? Thanks.

     

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