How to Add an Alias for an Agent in Zendesk
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 the Alias field. Once an alias is added, it becomes the only name visible to end users in emails, forum posts, and ticket details. This helps agents maintain privacy by not displaying their real names. For more details, check out theoriginal Zendesk article.
More related questions
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}} in…
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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