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
9 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!
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!
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?
Hi Casey, I've corrected my previous response - yes, you're correct. Sorry for the confusion!
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.
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.
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!
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?
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:
Note: This needs to be updated by the Chat agent on their own personal profiles.
Hope this helps!
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