I understand that the same tooltip can’t be shown for customers because it could contain private information. But at least the name should be shown, right? Because currently the customer has no way to identify (see the name) or differentiate between agents except for the avatar image.
When it’s about the name you should normally also see it when you click on the article itself (will open the detailed article information).
Also, the location of the avatar (right side) will identify that it was a communication from a customer (incoming message).