William Flaugher

I was just googling to see how others have been addressing the issue and am stunned to see that it hasn't been built into the product in the 6yrs since this thread was created.

Adding my name into the hat of people who would like follow-up tickets to retain the group (if not assignee) or the original ticket.

Thanks a lot for the tip, Stephen!  I'll check it out!

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.

Hi there,

In the body of response emails, our Agents' names are followed by our account name in parenthesis.  For example, "Joe Hero (Awesome Co.)" would appear next to each response from the Agent, Joe.

I'd like to be able to either hide the company name (Awesome Co.) or modify it based on certain parameters (group? brand? etc).

Thanks,

William