James

Thanks, @...,

Yes, it's certainly this article that confused me. Above, it says "This is different than an agent alias, (where agents use an alias when communicating with a ticket requester)." Is it possible the functionality was changed since the article was written?

Is it possible to use the agent name in support and the aliases for Gather. I see that as a reasonable workaround.

It appears to no longer be possible to have a Gather alias that is different from an agent alias. Any attempt I make to follow the above instructions redirect me to edit the agent alias:
Is there a way around this? We'd like to empower our agents to have a dedicated support alias for tickets and a community alias for Gather. Thanks!