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Hi!


We would really like to be able to add only our agent's first name to automations.

We want to be personal with our customers, but at the same time protect our employee's privacy.

 

Could you create tthe agent first name placeholder, or is it perhaps coming some time in the future?

Thank you in advance for looking into this?

 

Best regards,

Erik 

Hi @erik

 

Greetings from Freshworks Community! 

 

I understand that you would like to only have the Agent’s First Name in the Automations, in order to achieve this, you can make use of the following placeholder in the Automations: 

 

{{ticket.agent.firstname}} 

 

This placeholder is dependent on the ticket variables, so this will take up the first name of the Agent who is assigned to that specific ticket. 

 

I hope this helps. 

Hello,

I would also like to use the agent’s first name only in automations.

{{ticket.agent.name}} works, so the ticket variables are assigned correctly. However, the placeholder {{ticket.agent.firstname}}  does not work for me, and remains empty on responses.

 

Please advise on how to continue.

Best,
Chung

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