In Professional and Enterprise, team members can use an alias that will be used on all communications with the ticket requester. This allows team members to create a persona and keep their real name private. An alias, rather than a user name, is used by placeholders in automated messages as well.
Team members can create their own alias by editing their profiles. 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.
- To add an alias to another team member's account or your own, edit the Alias field in the user profile. See Updating your user profile in the Zendesk Agent Guide.
Once a team member adds an alias, it is the only name that end users will see. The alias is:
- Shown as the sender on all outgoing email to end users
- The name displayed on forum posts and comments made by the team member
- The name end users see when viewing ticket details