Include agent alias when agent's full name is displayed to other agents within the agent interface
Sharing a request from our support teams (similar to this, but a bit different in recommended implementation)...
Many agents on our team use a customer-facing alias that differs from their real name. When a ticket is escalated across teams, or another agent steps in, it's quite challenging for them to refer to the prior agent by the alias the customer would know them as. Within the ticket thread the new agent can see what comments were made from earlier agents to the customer, but they are shown with those agents' real full names. If we could have the option to also include their alias for reference that would be a big help.
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