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... https://community.atlassian.com/t5/Jira-Service-Management/How-to-hide-agent-name-for-comment-reply-notification-on-JIRA-SD/qaq-p/592109
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.
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...
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