Zendesk Email Notifications: Account vs Customer Name
Learn why Zendesk email notifications show the account name instead of the customer name and how this is expected behavior.
Why does Zendesk email notifications show the account name instead of the customer name?
Zendesk email notifications display the account name by design. When a customer contacts your Zendesk Support, they are emailing the support address associated with your account, not a specific agent. As a result, the system generates an email notification using the account name as the sender.
This is expected behavior because the email is sent from the support account, ensuring consistency and clarity in communication. If you want to learn more about how email notifications work, you can check out the articles on triggers and getting started with email.
More related questions
Can I change the sender name in Zendesk email notifications to the customer's name?
Currently, Zendesk email notifications are designed to show the account name as the sender. This is because the notifications are generated by the support account when a customer emails the support address, not a specific agent. The system uses the…
How does Zendesk handle email notifications for customer requests?
Zendesk handles email notifications by using the account name as the sender. When a customer sends a request to your support address, the system generates a notification email from the support account. This approach ensures that all communications…
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