How can I hide name of the agent?

[Mar]

When agent commented in tickets their full name shown.
How can I hide or edit the name of agent in customer portal? for privacy purpose.

[Christos Markoulatos · Accepted solution]

Hey @Mar Angelo  👋

Totally get where you're coming from — privacy matters, especially when agents are interacting with customers through the portal.

Right now, Jira Service Management Cloud doesn’t offer a built-in way to hide or anonymize the agent’s name in the customer portal. When an agent leaves a public comment, their display name (from their Atlassian profile) is shown to the customer. Unfortunately, there’s no toggle or setting to disable this.

Here are a couple of workarounds you might consider:

• Change the agent’s display name
  You can edit the agent’s Atlassian profile to use something generic like “Support Team” or “Agent 1”. This will show up in the portal instead of their real name. Just keep in mind this change affects how their name appears across all Atlassian products.
• Use a shared account for public replies
  Some teams create a generic user (e.g. support@company.com) and use it for all customer-facing comments. That way, only that name appears in the portal.

There’s also an open feature request for this: JSDCLOUD-3308 – Ability to hide agent name in customer portal. You can vote for it and add your use case to help Atlassian prioritize it.

Hope this helps!

[Mar]

Change the agent’s display name in admin user management?

[Marc - Devoteam]

HI @Mar Angelo 

No the Agent needs to change this in his user profile

[Christos Markoulatos]

Yes Marc is absolutely right. In the Cloud only the user can change it in the users profile. If you’re using an identity provider (IdP) with SCIM provisioning, you can manage display names centrally through your IdP.
Thanks for catching that @Marc - Devoteam 🙌

[Mar]

@Marc - Devoteam  and @Christos Markoulatos 

I can't change my name in customer portal Profile 

[Christos Markoulatos]

Then its a managed account. Only your admin can change it. If u have azure AD integration for Authentication or provisioning, or some other IDP its managed from there,

[Marc - Devoteam]

Hi @Mar Angelo 

See the reply from @Christos Markoulatos 

If accounts are managed, the change needs to be done in the related user directory.

But you should be able to change your public name.

[Mar]

@Marc - Devoteam  I have already updated the public name, but the full name is still the one displayed in the customer portal. We us AD integration.

I need AD Admin to change update my name in jira? does jira organizational admin can do it instead?

[Marc - Devoteam]

Hi @Mar Angelo 

Yes, only the AD admin can change your name, this as your user is managed by the AD integration.

An org admin can't update this either, even on an non-managed account an org admin can't change this.

[Ali Umut Terzi]

Hi   👋

That’s a great question — and it’s actually a very common privacy concern in Jira Service Management (JSM).

By default, whenever an agent comments on a ticket, their full name is visible to the customer on the portal view.
Unfortunately, there’s no native option in Jira Cloud to completely hide or anonymize agent names — but there are several ways to handle this effectively 👇

🧩 Option 1 — Use a Shared “Support Team” Account

If your agents don’t need individual visibility, you can create a generic user such as Support Team and let comments or replies go through that account.
That way, the customer will always see “Support Team commented” instead of a personal name.

🔧 Option 2 — Use a Generic Email Alias

Under Project Settings → Email requests, you can configure the outgoing address as something like support@yourcompany.com.
When customers receive replies, they’ll only see the shared address instead of the individual agent’s name.

This gives you a semi-anonymous approach without losing auditability internally.

🛠️ Option 3 — Marketplace Apps (If Needed)

If full masking is critical, some Marketplace apps such as Anonymous Reply for JSM

can customize the portal UI to anonymize names entirely.

Hope this helps! 🙂

[Sreenivasaraju P]

Hi @Mar Angelo ,

As per my knowledge, there is an open ticket with Atlassian on this feature. 

[JSDCLOUD-3308] Ability to hide agent name in customer portal - Create and track feature requests for Atlassian products.

You can check some third-party add-on like.

Anonymous Reply for JSM | Atlassian Marketplace