Adding a team member alias

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5 Comments

  • Casey

    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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  • Dave Dyson
    Zendesk Community Manager

    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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  • Casey

    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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  • Dave Dyson
    Zendesk Community Manager

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

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  • Minami Sato

    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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