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Adding an agent alias



Edited Jul 11, 2024


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15 comments

Hi Zendesk - Will an agent's alias be used for {{ticket.assignee.name}}​ in a macro? If not, is there a way to use the alias in-lieu of their username? Thanks!

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Hi Casey –

The agent's alias will be used in macros for {{ticket.assignee.name}}​  (but not for {{ticket.assignee.first_name}}​ or {{ticket.assignee.last_name}}​ )

Hope that helps!

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Thank you, Dave - since {{ticket.assignee.name}} pulls the full assignee name (e.g. Dave Dyson), it is safe to assume it will display as the alias?

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Hi Casey, I've corrected my previous response - yes, you're correct. Sorry for the confusion!

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Hi Zendesk, I have questions following the thread above. Is possible to pull only the last name from an Alias? In Japan the common business practice is to sign off with your company name and just your last name so I was wondering if this is possible.   

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Is dynamic content supported in the alias? We have titles that are translated to support our languages but it seems that it's not showing up.

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Gabriel

Zendesk Customer Care

Hello Andrea! 

I understand that you would like to use the Dynamic content on your Alias.

Unfortunately, it is not natively possible for the Dynamic content to work for the Alias

I am sorry about this limitation. Thanks for your comprehension!

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Hi! 

Is it true that messaging messages do not use the alias? In our use case, agents have an alias (Naomi, for example) and yet, in the widget: Zendesk shows the full name (alias is first name only, agent's name in Zendesk is first + last name).

Is there an option with messaging messages to still select the alias?

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Christine

Zendesk Engineering

Hi Gilles,

Changing a team member's alias in Support will not affect their name in Chat. To change the name displayed when chatting, you will need to edit the team member's display name in Chat. 

Agents in Chat + Support accounts update their display name, tagline, and avatar in the Chat dashboard.
 
To change your display name, tagline, or avatar:
  1. On your Chat dashboard, select Settings > Personal > Profile tab.
  2. Modify your display name, tagline, or avatar as needed.
  3. Click Save Changes.
 

 
Note: This needs to be updated by the Chat agent on their own personal profiles. 
 
Hope this helps!

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What place holder do we use in the shortcuts to use the display name instead of agent name in below example.

Hello, my name is {{agent_name}}

 

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Nacho Santana

Zendesk Customer Care

Hello Roshni,

Once the agent has a "display name" set in their personal settings. Any shortcut that include the placeholder , in their message, will show the agent's "display name".
 
I hope this information help. 

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Aliases are only visible to end users, not other team members. Team members see the true name of other team members who use aliases in their user profiles or in email notifications, while end users see the alias only.

 

Once a team member adds an alias, it is the only name that end users will see. The alias is... [the] name displayed on forum posts and comments made by the team member

 

We've noticed that when we share a ticket with another Zendesk instance, if the sending agent is using an alias, then all internal comments added to the receiving instance's ticket will appear under the sending agent's alias rather than the name on their Zendesk profile. Could someone please confirm if this is expected behavior? I'm a little unclear based on the quotes highlighted above.

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Gabriel

Zendesk Customer Care

Hello Oli!

I hope all is well! Yes, at the moment you will see the Alias upon checking the comments in the shared ticket. Unfortunately, this setting is not customizable for a different result in the sharing agreement tickets. 

I hope this answers your question!

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Thank you, Gabriel! Hope you're well, too!

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Hi all, is it possible to trigger the usage of an alias for answers to a certain customer account type BUT use the agents real name for answers to a different account type? 

eg.
- ticket request from user identified to account type a: use agents alias in answers
- ticket request from user identified to account type b: use agents real name in answers

thanks a lot for an answer
aggi

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