Adding a team member alias

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  • Casey

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

  • Dave Dyson

    Hi Casey –

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

    Hope that helps!

  • Casey

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

  • Dave Dyson

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

  • 佐藤 モアナ美海南

    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.   

  • Andrea Rodriguez (CD Baby)

    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.

  • 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!
  • Gilles Vanagtmael


    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?

  • Christine Felicia
    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!
  • Roshni Daftary

    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}}


  • 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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