Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
A display name customers see instead of the real one, usually asked for on safety grounds. Set it in one field, then check the two places that can still show the real name anyway.
Set one
- In Admin Center, click People in the sidebar, then select Team > Team members and open the person.
- Edit the Alias field.
- Save.
- Look at a real outgoing reply, not just the profile.
Where the alias is used
It is shown as the sender on all outgoing email to end users, as the name on forum posts and comments the person makes, and as the name end users see in ticket details. Other agents keep seeing the true name in their own work, and an agent following a ticket sees the real name in notifications. So nothing about internal assignment or reporting gets harder.
Two things that show the real name anyway
The {{comment.value_rich}} placeholder. It displays the full name of whoever commented even when their profile has an alias. Check the triggers that send notifications and use {{comment.value}} instead.
Public call recordings. With New live call recordings are public? enabled in Talk, the email notifications sent for call recordings show the agent's name rather than the alias.
Both are worth checking the day you grant an alias. Somebody who asked for one because they were being contacted privately will assume it is done, and neither of these announces itself.
The reason that matters
Safety. Agents handling complaints, debt collection or emotive subjects can be searched for, contacted privately and occasionally harassed. A first name or a working name removes that without hiding that a person answered.
Worth offering rather than waiting for somebody to ask, because asking means explaining why.
Keep it a real person's name
An alias so generic that it reads as a system undoes the benefit of a human reply. "Sarah" is fine, "Support Team 2" is not.
Decide it as a policy: either everybody uses first names or everybody uses full names, with exceptions where somebody has a reason. A mixture looks arbitrary to a customer who deals with you more than once.
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