Staff name

[ZeroSixty]

Hi,

Is it possible to prevent the staff name being displayed to users after replying to a ticket? So it would display the department title (Sales, Support etc.) rather than a persons name?

Thanks

[xyzed]

Hi ZeroSixty,

In the Admin control panel, go to Mail Parser on the left hand side - Then Manage Email Queues. Edit the email address that the ticket comes in via and enter what you want in the the Queue Overrides (Optional) details

From Name:
If specified, All outgoing emails under this queue will have their "From Name" replaced with the entered value.
i.e. 'Support' instead of the Staff name.

From Email
If specified, All outgoing emails under this queue will have their "From Email" replaced with the entered value.
i.e. 'support@domain.com' instead of Staffs email address.

This works very well and in the Staff CP still shows the Staff member that replied so you can keep an eye on who's answering replies well and who isn't.

Hope that helps.

[ZeroSixty]

I have those set and it works fine for the emails but when viewing the ticket it is still displaying the staff menbers name to the user

[xyzed]

Oh bummer - it does too.

Well that's 2 of us that want a fix to get that changed now :-(

[ZeroSixty]

Ok, guess it's not currently possible, thought I may have missed a setting somewhere. Would be nice to have an option, maybe in the staff settings, to display department names when replying rather than real name. Or a 'hide name from users' option.

Right now I guess I'll have to change the staff name to something generic.

[Neil-UKWSD]

Hi,

You could always edit the client side templates to replace the staff name tag to department name tag.

[Xaman]

Originally Posted by Neil-UKWSD

Hi,

You could always edit the client side templates to replace the staff name tag to department name tag.

Hi,

I also want to do this, as we have no interest in showing the staff name on the tickets. What is the department name tag?