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.
Hey @Mar 👋
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:
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!
Hi @Mar ,
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
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! 🙂
Change the agent’s display name in admin user management?
HI @Mar
No the Agent needs to change this in his user profile
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- 🙌
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