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.