Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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?


@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.

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. 

Suggest an answer

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

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

170 views 0 4
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