Requester email (ORG NAME) shows mine not theirs



  • Rodney Lewis

    Hey Douglas,

    Happy Friday! I opened up a ticket for you we will need to take a look the organizations to help us investigate this issue. 

  • Douglas Mauro

    Can you tell me the ticket number that you opened.  I don't seem to find it.

  • Jessie Schutz
    Zendesk Team Member

    Hi Douglas!

    Rodney's going to reach out to you in that ticket right now! You should be seeing it shortly.

  • Julian Johns

    Hi - is there a fix for this, am keen to get this working too

    many thanks


  • Benjamin Black
    Zendesk Team Member

    Hi Julian,

    If you're referring to the 'From:' information sent out with the email, then what will be sent out will be in this format by default:

    Support Address Name <>

    If you have the setting 'Personalized email replies' turned on at the settings page Channels>Email, then your 'From' information in the email will look like this:

    Agent Name (Support Address Name) <>

    If you wish to change the Agent name, you would have to go to their profile to change that. If you'd like to change the name of the Support Address, you'd have to go to Channels>Email and click 'Edit' next to the support address to edit the name displayed with it. However, you cannot dynamically replace that information with other information from a ticket or end-user.

    However, if you were instead referring to the information shown in the subject of the ticket, this is something you have more granular control over. That subject is determined by the Trigger in your account that sends out the notification. If you go to Business Rules>Triggers in your account, click 'Edit' next to the Trigger that you wish to change and alter the information in the 'Subject' area of the notification that is sent out, then you can insert the information you wish. Since it sounds like you'll want to be loading up the Organization that the user is associated with, you'll want to use the placeholders at the following link to dynamically insert information based on the ticket being actioned upon:


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