Thank you for your question! The reason the agent name mapping option appears disabled in the Freshchat → Freshdesk integration is due to how Freshdesk handles agent identification. In this integration, Freshdesk relies on agent email addresses as the unique identifier rather than the display name. This ensures that tickets and chats are routed correctly, even if two agents have the same name.

Because of this, the “copy from agent name” option isn’t available. If you need the agent name to appear in Freshdesk tickets, a common workaround is to use custom fields or automation rules to populate the agent name based on the email mapping.

Thank you for the explanation! That makes sense regarding how Freshdesk uses email addresses as unique identifiers in the integration.

Out of curiosity, have you handled any cases before where a workaround was successfully implemented to display the agent's name in Freshdesk tickets based on their email address? I’d be really interested to learn more if there’s a recommended approach or best practice for that.

Thanks again for your help!