I noticed a couple of customers would write in using agents' first and last names.
We tested by sending and reply to a couple of emails to and from ourselves but didn't see the agent name. We think they may be seeing it when logged into the helpdesk.
We're not able to change agent name in Freshdesk, but agents changed their names in their freshworks profiles? Will this resolve the issue?
The changes aren't reflecting in the "agents" section of fresh desk.
Following
Hello Derrick!
When customers are logged in to the customer portal, they would be able to see the agent assigned to the ticket when checking the ticket status. This is the default behavior in Freshdesk. You can hide the agent name via customization in this case. For agent names to not appear in ticket replies/outbound emails, make sure the the option 'Use agent names in ticket replies and outbound emails' under Admin > Emails > Advanced settings.
Hope this helps! Feel free to drop an email to support@freshdesk.com for further queries.
Hi
Could you please elaborate on your issue more so that we can assist you on this front? It’d be great if you can write to support@freshdesk.com with your requirements so that one of our agents will get in touch with you to work on this issue.
Cheers!
You can hide the agent name via customization in this case.
How?
Hi
You can hide the agent name from the customer portal by unchecking the option “Visible on the portal’s ticket page” by navigating to Admin → Ticket fields → Agent → Behavior for customers.
Default:
After unchecking the option:
Alternatively, if you are on a pro or above plan, you can use portal customization to hide the agent name by adding the code under under Admin> portal> customize portal> portal pages> ticket list. Freshdesk's code editor fully supports HTML, CSS and Javascript.
Cheers,
Aishvarya.
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