How to Hide Agent Names and Emails in BoldDesk Ticket Replies for Privacy

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.

Disabling Assignee Field Visibility in the Customer Portal

To maintain agent privacy, you can hide the Agent field from the customer portal. This prevents customers from viewing which agent is assigned to their ticket. To disable the Agent field:

1. Navigate to Admin > Ticket Fields.

2. Click the Pencil icon next to the Agent field.
   

   

3. In the Configuration for Customer Portal section, disable the Visible to User option.

4. Click Update Field to save your changes
   

   

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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:

1. Go to Admin > Agents.

2. Open the agent profile you want to modify and click Edit Agent.

3. In the Display Name field, replace the agent’s name with your company or brand name.

4. Click Update to save the changes.
   

   

This is how it will appear in the customer portal.

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:

1. Go to Admin > Emails > Configurations Tab.

2. Disable the option to Use agent names in ticket replies.

3. Click Update to apply the changes.
   

   

Frequently Asked Questions (FAQ)

1. How can I make ticket replies appear from my company name instead of individual agent names?
You can change the display names of agents to a company or brand name (e.g., BoldDesk Support) so that replies appear to come from the organization rather than individual agents.
Steps:

• Go to Admin > Agents.
• Edit the agent profile.
• Replace the agent’s name in the Display Name field with your company or brand name.
• Click Update to save changes.
  Agents can also update their display names from their personal settings page.

2. How can I hide agent names from customers in ticket replies?
To hide the Agent (Assignee) field from the customer portal:
Steps:

1. Navigate to Admin > Ticket Fields.
2. Click the Pencil icon next to the Agent field.
3. In the Configuration for Customer Portal section, disable the Visible to User option.
4. Click Update Field to save your changes.
   The Agent field may not appear in the customer portal if its visibility is disabled or if it’s not included in a form layout configured for the customer portal.

3. Can I hide agent names in outgoing email replies to customers?
Yes. You can prevent agent names from appearing in the From field of outgoing emails.
Steps:

• Go to Admin > Emails > Configurations Tab.
• Disable the option Use agent names in ticket replies.
• Click Update to apply the changes.

4. Are agent email addresses visible to customers by default?
No. Agent email addresses are hidden by default unless the agent is added to the ticket’s CC.
To avoid exposing agent emails, use Watchers instead.

5. Should I use a brand signature when hiding agent names?
Yes. When agent display names are hidden, it’s recommended to use a brand signature instead of the agent’s personal signature to maintain consistency and professionalism in communications.