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.