I couldn't find another post on this. We've recently switched to Agent Workspace, after speaking to one of the team I understand Chat still uses the Display Name set in the Chat Product, however in the ticket it will show say "Oliver Cyples via Chat" rather than my Display Name Ollie C. I know this can be seen in the history within Chat but it isn't ideal to keep checking this.
Would it be possible to add a way to switch to see the Display Name or even include this in a way such as "Oliver Cyples via Chat (Alias Ollie C)", we've had a couple of concerns from Agents believing their full name is going out to End Users. I believe eventually the intention is for this to use the Alias in Support also rather than separating with the Display Name, we use SSO with Okta. When we need to resync this it will wipe all Alias and Signatures in Support so having an easily identifiable way of what the name End Users are seeing would be perfect, this allows us to get Agents to update these sooner rather than later and put our Agents at ease.
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