Gregory

I'll just add that even the alias approach suggested by Brandon did not work for us.  I changed the name of my owner agent to something generic, but then within a day it had automatically reverted back to my previous name. 

I think this is because we are using single sign-on with web tokens for our users. Our user names and authentication are handled on our own external website, and that gets passed over to Zendesk automatically so that our users don't need to create separate Zendesk accounts in order to create a ticket. My assumption, but I'm not sure, is that the single sign-on overwrites my Zendesk username back to whatever my username is on our external website. If anyone knows if this doesn't sound correct or if there's a way around it, please let me know.

Understood, thanks Brandon.

Hi Brandon -

Thanks for your reply. We are a small company and are on the team plan with just 2 agents. With this plan, I don't think agent aliases are included.

We both actively work on and respond to tickets, and ideally if I respond to a ticket the user sees that it is from "Gregory" and my other agent responds it is from "Michael". Is my understanding then correct that it is NOT possible to do what I am asking without either:

a) Adding a 3rd agent for $25 per month ($19 if annually), and setting it so that the owner agent has a generic name, e.g. "Help Desk". And then when I want to answer tickets, do so as a non-owner agent.

b) Keep the 2 agents only, but change my owner agent name to something generic for all purposes (but triggered replies as well as manual replies).

c) Upgrading to professional plan (but even then, it's not clear to me that an alias would allow for a different "owner" name for triggered vs manual replies, and I might still need a 3rd agent?)

Are those basically my options? Thanks in advance.

I am having a similar issue to what Anthony Hopkins asked 3 years ago but this answer does not seem sufficient:

https://support.zendesk.com/hc/en-us/articles/227548547/comments/360000270928

When we receive a NEW ticket that is unassigned, we have a trigger that sends an automatic response to let the requester know that we've received their request.  As the admin/owner of the Zendesk instance, it seems to always put MY NAME in the "from" header.  I just want it to say it's generically from our support desk. 

Later on, when an actual agent writes a specific reply, I want it to have that agent's name. Hence I don't want to turn off personalized email replies.  I just want our generic, triggered emails for unassigned tickets to be non-personalized.  Is this possible?

(note that this sounds somewhat similar to what Amit Vora asked 3 months ago, but I assumed it was not a bug. we are only having this issue on the triggered replies).