Remove/Update the "Account Name" displaying after Agent's name

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4 Comments

  • Heather Rommel
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    Hi! You can change the name altogether at this setting here under Settings -> Account -> Branding.  Other than this and updating your trigger emails, I am not aware of a way to make it Dynamic or conditional.

    1
  • William Flaugher
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    Thanks for the feedback, Heather.  I see that you can choose one universal name to appear after the Agents, but it would be really helpful if we could have this name change for different cohorts of customers.

    As far as triggers are concerned, however, I don't believe you can change the displayed account name in different wants through triggers.  The agent and account names appear by default.

    1
  • Stephen Belleau
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    @William - you can achieve finer control over what displays in your outbound emails by using Liquid Markup in triggers: https://support.zendesk.com/hc/en-us/articles/115015758148  This removes the default zendesk formatting, including timestamp and agent/company name.

    For example, we use the following to only show the latest comment, and then we cloned our triggers to have one for each group, allowing for different signatures/branding per group.

     

    {% for comment in ticket.comments limit:1 offset:0 %}
    {{comment.value_rich}}{{current_user.first_name}}
    Group1/2/3 Support
    {% endfor %}

     

    Play around with it and see if that works for you!

    1
  • William Flaugher
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    Thanks a lot for the tip, Stephen!  I'll check it out!

    1

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