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How to hide agent name for comment reply notification on JIRA SD

Shakya Wijerama
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May 30, 2017

Hi Team, 

Our JIRA SD URL is https://detech.atlassian.net/projects/DETSUP/queues/custom/1 and currently our account having 6 agents.

My Question was is there any why to hide supported agent name from Notification mail(Sender Name).

Because want to show replayed like "Dialog Enterprise Technology Support <jira@detech.atlassian.net>"

Not "Shakya Wijerama <jira@detech.atlassian.net>"

Please check and support. Also, refer the attached image of current cx view. 

1.jpg

3 answers

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2 votes
Answer accepted
Simone Zoli
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April 12, 2023

You can change the sender name going to Project Settings >> Customer notifications >> Sender name section, and configure like this:

image-20230412-160234.png

After that you will receive email without the Agent name:

img- 230412182156.png

Hoping this can help

Pasindu Galgomuwa
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July 24, 2023

This helped me/ Thanks 

Like Dave Mathijs likes this
1 vote
Trevor Olexy
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October 8, 2021

The workaround we found was to change the Full Name under the user profile to just their initials. Leave public name as is as that is searchable for assigning users. This way, any comments under Reply to customer will show the initials, or whatever you put as full name, on the email notification to the customer. 

0 votes
Nic Brough -Adaptavist-
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May 30, 2017

That appears to be the name you have put on the account.  There's two steps to check. 

First, search your user lists for that email address.  Any user using it should be named with the name you want to see.

Second, you should look in your email address book, as you'll need to change the name there too, or some email clients will continue to display the name they have for it.

Jan-Peter Rusch
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June 9, 2017

Hi Nic,

we're just running into the same issue. The name of an agent working on an issue should not be shown in an outgoing mail generated from JSD. Instead a generic, service desk project specific name should be shown. Another solution (though not as good) would be, to mark the agent name with some pre/suffix like "Adam Smith [SERVICEDESK]".

The problem I see coming up is, that the users asking questions just see the agent name & do not realize that the return address is NOT the users default address but the service desk.

We use an Active Directory user management, so there are NO service desk agent accounts created locally. The agents record on the AD server will not be changed.

Any ideas?

Barnali Putatunda
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December 2, 2019

Hi,
Have you found any solution for this?

Regards,
Barnali

Heiko
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June 7, 2021

Hello, 

we have the same problem, any solution for this now?

 

KR

Heiko

Willie Gezorke
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March 28, 2022

I am also having the same issue and want to know the solution.

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