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  1. Jira Service Management Data Center
  2. JSDSERVER-1986

As an Administrator, I want to be able to hide agent usernames from customers

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
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    • Customer Portal
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      When working on customer issues on Service Desks projects, there are situations in which hiding the agent username from being seen by customer user types is required.

      To illustrate, when receiving support through email, opposed to getting displayed the actual supporters email address, the originating address will be something like "support@companyx.com"

      Could a similar option get implemented for JIRA Service Desk, where the visible username for customers can get configured to either display the actual agent user name, or to provide a generic name?

              Unassigned Unassigned
              mnassette MJ (Inactive)
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                Created:
                Updated: