Editing team member profiles

What is on an agent's profile, which parts customers see, and the one placeholder that shows a real name despite an alias.

What is on an agent's profile, which parts customers see, and the one placeholder that shows somebody's real name despite an alias. Admins and agents with permission can edit these profiles.

Edit one

1. In Admin Center, click People in the sidebar, then select Team > Team members and choose the person.
2. Edit their details on the Account tab.
3. Save.
4. Look at an actual reply from them to see what the customer sees.

An alias is not a guarantee

An alias is normally shown to end users while other agents see the true name, which is the point of it. But the placeholder {{comment.value_rich}} displays the full name of whoever commented even when their profile has an alias.

So if somebody uses an alias because they would rather customers did not have their surname, check the triggers that send notifications. Switching that placeholder to {{comment.value}} in the trigger's template is what keeps the name out of the email.

This is worth doing before somebody asks for an alias for a reason they are uncomfortable explaining, rather than after.

Signatures deserve a standard

An agent signature is appended to public ticket comments and outgoing email, and agents set their own on their profile. Fifteen agents writing their own produces fifteen impressions of the company, and at least one with a personal quotation in it.

Agree the format once and apply it to everybody. This is also where old company names, old links and old strap lines survive a rebrand for years, so it is the first place to look afterwards.

Keep names and photos consistent

Decide whether it is first name only or first and last, because it shows on every ticket and a mixture reads as nobody being in charge of it.

A real photograph makes an exchange feel like a person. Where agents would rather not, one consistent company image beats photographs for some and blank silhouettes for others.

Set languages properly

Left unset, somebody who speaks three languages appears in your account to speak one, and any routing or content that keys off language will treat them that way.

See also

• Adding an agent alias
• Managing team member email addresses
• Adding agents and admins