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How can I hide Agent name from all my customer communications?

We don't want to show our Agents' names on the auto generated emails/communication to customers (e.g. when created, status updated, resolved, canceled etc.)

2 answers

0 votes
Daniel Ebers Community Leader Dec 12, 2020

Hi Syed,

are you using a classic Service Management project or is this a next-gen Service Management project?

Cheers,
Daniel

@Daniel Ebers Classic Service Management project 

Daniel Ebers Community Leader Dec 14, 2020

I see, unfortunately currently for Classic Service Management projects this is not possible to set as hardcoded.

There is an open Suggestion which you could vote for.

https://jira.atlassian.com/browse/JSDCLOUD-702

In case it gets a reasonable amount of votes the likeliness is then higher that the idea will be implemented.

For an exact status please refer to the Suggestion liked, as well.
Unfortunately I could not even find a workaround so it leaves us with waiting for progress on the Suggestion as it looks.

0 votes
Prince Nyeche Community Leader Dec 14, 2020

Hi @Syed 

What's your use case with hiding an Agent's name? Isn't it proper for your customers to know who they are communicating with at all times?

@Prince Nyeche we prefer not to show agent's name and all communication is from one address, otherwise customer start reaching out to agents on their personal emails and phones.  I expect this option should be configurable to show/hide based on the project's requirements. 

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