半瀬 浩平

+1 this is obviously needed by default.

Thank you for checking my post. I try to show detail of my case.

When we have a user database apart from zendesk and use single sign-on (using JWT), end-users could have same username in an organization. I attached an example: 'Screenshot 2021-05-04 at 12.16.12'.

This situation often makes a ticket conversation complicate, because our customer add comments from different enduser on same ticket so that our agents cannot know who added the comments: 'Screenshot 2021-05-04 at 12.21.23.png'. It can occur not only on agent side but also on enduser side such as a view in the helpcenter. 

In our case, we have a workaround such as using email addresses for enduser names instead of user's name in JWT, although it will takes not a little cost to change our code and seemed not smart.

Thank you for reading,
Kohei

I would like to see email address of End-user at every comment in the agent interface, instead of its name.

It might be better that administrator can select which one to be displayed. Some enduser use same name in our zendesk-subdomain.

Thank you,