Why {{comment.value_rich}} Reveals Agent's Full Names
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 placeholder{{comment.value}}, which does not include the agent's full name. This change helps ensure that only the alias is shown, maintaining the privacy of your agents. For further details, you can visit 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…
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…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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