Adding a team member alias

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.

Note: 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. See Editing your personal settings in Zendesk Chat.

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 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 teammember
• The name end users see when viewing ticket details