Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Can't hide agent name on email response to customer

I have configured a new template for the email response that automatically sends to a customer when a ticket has been changed or added to.

In this email, it shows the customer the name of the agent that has made the action on their ticket. 

I don't want the agent name to be disclosed, instead I want to have a generic agent name used, such as 'Support Team'. 

So when the customer gets a response, it will always show them 'The Support Team has replied to your ticket....'


For reference I found the below article on this from 2017 but there has been no update to it recently... 

3 answers

There are active backlog items for this.  Even if you strip all of your Customer Notifications down to remove references to agents, including the "Shared with" footer, customers will still get email notifications with the Agent names in the "From" header of the email.  The only option I have found for getting around this is to have the user go into their personal profile settings and hide their Full Name to be only visible to the company and then set their "Public Name" to be generic first name, initials, Help Desk Agent, etc.  Keep in mind that this will also be what is used in the Community areas like this.

This is brilliant, why does it seem like no one else knows about this?

Many thanks!

1 vote
Jack Brickey Community Leader Aug 06, 2021

The templates for customer notifications is under project settings > customer notifications. In that screen you can edit the desired notifications and remove the assignee variable that may exist.

Jack Brickey Community Leader Dec 26, 2021

Note: This is a system setting. As such it will hide for all project notifications not just the specific JSM project.

Yes, I know. If you have any other solutions, please share them with us.

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Coming Soon: Insight Changing to Assets

The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...

296 views 2 9
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you