Hide agent name to customer

Feature requests
1

Hide agent identity to customer

  1. It would be desirable to offer anonymous support to relieve the agent from being identifiable by customers.
  2. Customers learn the full name of the agent and try to contact him by other means.
  3. Zammad always includes the name in notes, though the email can be hidden. Workarounds (separate mapping between anonymized agent names doesn’t scale well).
  4. It would be great to have an option to hide the agent’s name towards customers, while still being identifiable by other agents.

Environment:

  • Zammad subscription, professional 6 agents

Anything else which you think is useful to understand your use case:
I remember that Zendesk supported this use case.

Thanks for considering this.

1 Like
2

I flagged the feature request as not necessary, but this was a mistake. The agent’s full name might not be shown to a customer at first sight, but it’s visible in the popup meta menu of a note/article. So please keep the request open.

3

No reporting needed in this case, I guess.