Ensure Agent Aliases in All Zendesk Communications
How can I ensure agent aliases are used in all Zendesk communications?
To ensure agent aliases are used in all Zendesk communications, you need to carefully configure your triggers and placeholders. If full names are appearing, check if the placeholder{{comment.value_rich}}is being used, as it displays the full name.
Switching to{{comment.value}}can help ensure that only aliases are used in notifications. This adjustment is essential for protecting your agents' identities across all communications. For more information, refer to theZendesk Support placeholders reference.
More related questions
Why are customers seeing the agent's full name in email notifications?
Customers might see the agent's full name in email notifications due to the use of certain placeholders in triggers. If your agents have set up aliases but their full names are still visible, it's likely because the trigger sending the notification…
How can I prevent agent's full names from appearing in email notifications?
To prevent agent's full names from appearing in email notifications, you need to adjust the placeholders used in your triggers. If your agents have aliases but their full names are still showing, the issue might be with the placeholder…
What placeholder should I use to hide agent's full names in Zendesk?
To hide agent's full names in Zendesk email notifications, use the placeholder{{comment.value}}instead of{{comment.value_rich}}. The latter displays the full name of the agent, even if an alias is set up. By using{{comment.value}}, you…
Why does the placeholder {{comment.value_rich}} reveal agent's full names?
The placeholder{{comment.value_rich}}reveals agent's full names because it is designed to display the full name of the agent who comments on a ticket. This happens even if the agent has set up an alias. To avoid this, you can use the…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
