How to Add an Agent Alias - Frequently asked questions
Frequently asked questions
How can I add an alias for an agent in Zendesk?
To add an alias for an agent in Zendesk, simply edit the Alias field in the user profile. This allows agents to use a different name in communications with end users. To do this, open the user profile for yourself or another team member and edit…
Will an agent's alias be used in Zendesk macros?
Yes, an agent's alias will be used in Zendesk macros for the placeholder {{ticket.assignee.name}}. However, it won't be used for {{ticket.assignee.firstname}} or {{ticket.assignee.lastname}}. This means that when using {{ticket.assignee.name}}…
Can dynamic content be used in an agent's alias?
Unfortunately, dynamic content is not supported for use in an agent's alias in Zendesk. This means that titles or names translated to support different languages won't automatically appear in the alias. While dynamic content is a powerful feature…
Do messaging messages in Zendesk use the agent's alias?
No, messaging messages in Zendesk do not use the agent's alias. Instead, they display the agent's full name as set in their profile. To change the name displayed in messaging, agents need to update their display name in the Chat dashboard. This…
How does an alias affect ticket sharing in Zendesk?
When a ticket is shared with another Zendesk instance, the sending agent's alias will appear in internal comments on the receiving instance's ticket. This behavior is expected and not customizable. It ensures that the alias is consistently used…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“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.”
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