Optional alias name for agents

I think it'd be a good idea to have the possibility to set an alias name for agents, which only customers see. This would be separate from the internal actual name of the users, so team members can still recognize team members by their actual name. Zendesk had this feature and is very useful.

The reason for this feature request is to stay anonymous from customers. From our experience we've sometimes had customers look up and approach our agents through private channels, which is something we want to avoid at all cost for their security and privacy.

3replies Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • Amrish Thank you for your feedback. Sounds like a very useful feature. We will monitor the demand for said feature and develop accordingly. We'll let you know here if we decide to move forward with this request.

    Like 1
  • Amrish Hi Amrish, I think you can add a custom field for users called alias. And then fill those fields on the agent settings. You can implement that custom field into the signature :-)

    Like 1
      • Daniela Backman
      • Customer Success Manager
      • Daniela_trengo
      • 3 mths ago
      • Reported - view

      Eric van Wenkop good one! This would indeed be a good workaround. The custom field should be on a user level. This will work for email signatures but not for quick replies unfortunately. 

      Like
Like1 Follow
  • 1 Likes
  • 3 mths agoLast active
  • 3Replies
  • 21Views
  • 3 Following