Agents can create an alias to use as a user name on all communications with the ticket requester. Aliases allow agents to keep their real name private. An alias, rather than a user name, is used by placeholders in automated messages as well.
In most cases, aliases are only visible to end users. Other agents see the true name of agents who use aliases in their user profiles. In email notifications, agents will see the true name of the other agent if they are a follower on the ticket. If the other agent is the ticket requester or CC'd, then their alias appears intead of their true name.
Agents can create their own alias by editing their profiles.
- Open the user profile for another team member or yourself, then edit the Alias field in the user profile.
When an agent 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