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

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

2 answers

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

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.

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?

Hi,
Have you found any solution for this?

Regards,
Barnali

Hello, 

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

 

KR

Heiko

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

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