Hi, I would like the name of the agent answering the ticket to not be shown in the customer portal. it's possible?
Thank you
Best answer by Sona_Senthil
View originalHi, I would like the name of the agent answering the ticket to not be shown in the customer portal. it's possible?
Thank you
Best answer by Sona_Senthil
View originalHi
Greetings from Freshworks Community!
In regards to your query, can you please go to Admin → Email → Advanced Settings → Toggle off “Use agent names in ticket replies and outbound emails”. This should ideally remove the agent name and show the Helpdesk/ Product name in the portal.
Please check and let us know if that works.
Hi
I tried this using portal customisation and it seems to work so maybe you can test the following code?
{% if comment.user.name == portal.user.name %}
<span class="semi-bold">{{ comment.user.name }} </span>
{% else %}
<span class="semi-bold">Support</span>
{% endif %}
You can go to Admin->Portals->Customise Portal->Edit theme->Pages->Ticket view and replace the line of code <span class="semi-bold">{{ comment.user.name }} </span> below
<p class="author-info">
It displays the agent name as ”Support” in the ticket view page for the requester as seen below.
Thank you,
I realized that the problem occurs since I chise to use theme "Marina" instead of "Mint Freshdesk" in admin-portals-custimize".
I tried to do as you suggest but I can not customize the pages.
Hi
This could be due to cache issues, so could you try logging into the account on on incognito/private window and see if the portal customisation pages are displayed? If no, you can email support@freshdesk.com and they’d be able to assist further
Hello,
My subscription plan did not allow customizstions to the portal. I changed plans and did as suggested and solved.
Thank you
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