Hi,
I would be really helpful to have an additional field for contacts (and agents) where their preferred name can be stored.
Several of our employees, contacts and agents do not use their full first name from their email address/user name - for example, they may use an abbreviation, or their middle name, or a nickname, or even their surname.
So to solve this, adding a field for “alternative name” (ticket.requester.alternativename) or “friendly name” (ticket.requester.friendlyname) would make our lives much easier and save our agents from having to edit the messages every time.
Regards
Nick
