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How to resolve help desk tickets with anonymous user name?

Muhammad Shehryar
Muhammad Shehryar
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July 11, 2022

For example, I set up a helpdesk and have a team of 5 agents to solve customer queries. But I want to hide the identity of the agents when responding to customers.

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Joseph Chung Yin
Joseph Chung Yin
Community Champion
July 11, 2022

@Muhammad Shehryar -

Welcome to the community.  Unfortunately, this is not possible as each agent is an actual account user in your system.

The question is why you want to hide the identities of your agent? 

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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Muhammad Shehryar
Muhammad Shehryar
I'm New Here
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July 11, 2022

@Joseph Chung Yin  - 

Thanks for the prompt response.

Actually, I don't want to reveal the identity of the agents.

So can we reply back to the tickets using any alias?

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Joseph Chung Yin
Joseph Chung Yin
Community Champion
July 11, 2022

@Muhammad Shehryar - 

That is not possible.  Unless you have one service account that all of your agents use to sign-in with in your system, then only the service account information will be shared with your customers.

Again, it is not recommended as this type of usage (hidding agent information) are not something normal that one should be practicing in JSM.  Using a service account concept makes accountability extremely difficult.

Best, Joseph

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