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Feature Request: Liquid markup in agent alias
Posted Jun 17, 2024
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.].
I would like to be able to use liquid markup in agent aliases. For security reasons, we use a generic alias name for some services and some of our agents provide support for more than one group/segment.
What problem do you see this solving?
For agents who work in multiple groups, it will be possible to customize how the end user will see the agent's name in cases where it is necessary to use a generic name.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
Where an agent that supports multiple groups/segments is assigned to a ticket. Without this functionality, the agent alias needs to be extremely generic.
Are you currently using a workaround to solve this problem? (If yes, please explain)
I need to use a generic agent alias.
What would be your ideal solution to this problem? How would it work or function?
With liquid markup enabled for agent aliases, it would be possible to include conditions according to the ticket group name or ticket brand name assigned to the agent.
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1 comment
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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