Category / Section
How to Hide Agent Names and Email Addresses in Ticket Replies
1 min read
Updated:
You can change the display names of agents to the company or brand name to protect their personal information, such as names, from being exposed to customers. This also ensures that replies appear to come from the company rather than individual agents.
Changing Agent’s Display Name
In the agent portal, update all agents’ display names to a common name like BoldDesk Support so that customers can see only this name in ticket replies.
This can be done through the following ways:
- Go to Admin > Agents.
- Open the agent profile you want to modify and click Edit.
- In the Display Name field, replace the agent’s name with your company or brand name.
- Click Update to save the changes.
This is how it will appear in the customer portal.
- Agents can also change their display names from their personal settings page.
- Use the brand signature instead of the agent’s signature when the agent’s display name is hidden.
- By default, an agent’s email address is hidden in the customer portal unless they are added to the ticket’s CC. To prevent exposing agent emails, use Watchers instead. Please refer to this article for more information on how agents can be added as watchers.
Hiding Agent’s Name in Email Replies
For outgoing emails, you can prevent the agent’s name from appearing in the From field of emails sent to customers. This ensures that only the support name is displayed to customers.
This can be done through the following ways:
- Go to Admin > Emails > Configurations Tab.
- Disable the option to Use agent names in ticket replies.
- Click Update to apply the changes.
