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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

    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • None
    • Customer Portal
    • 6
    • 13
    • 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?

          Form Name

            [JSDSERVER-1986] As an Administrator, I want to be able to hide agent usernames from customers

            This is also something that I would like to see.  In a smaller organization, and the default address being a no-reply, this looks quite strange.

             

            Wesley Stewart added a comment - This is also something that I would like to see.  In a smaller organization, and the default address being a no-reply, this looks quite strange.  

            I think that is the same feature.

            Harald Mair added a comment - I think that is the same feature.

            Hi, Can we get the print screen of "Service Desk alias" field in project configuration" Because im unable to find it 

            Shakya Wijerama added a comment - Hi, Can we get the print screen of "Service Desk alias" field in project configuration" Because im unable to find it 

            Could be done quite easily : create a "Service Desk alias" field in project configuration, which would replace all agents' names for this specific project. Just like the workflow statuses...

            Constance Hua added a comment - Could be done quite easily : create a "Service Desk alias" field in project configuration, which would replace all agents' names for this specific project. Just like the workflow statuses...

            RomeoA added a comment -

            Hello Team,

             

            This is feature is really interesting i think this feature will help a hope this feature will be available soon.

             

            Regards,

             

            Romeo

            RomeoA added a comment - Hello Team,   This is feature is really interesting i think this feature will help a hope this feature will be available soon.   Regards,   Romeo

            billing85 added a comment -

            Hello Team,

            We also need feature on our JIRA SERVICE DESK. This feature is really useful and can help my teams to collaborate on the same issue without revealing the identities.

             

             

             

             

            billing85 added a comment - Hello Team, We also need feature on our JIRA SERVICE DESK. This feature is really useful and can help my teams to collaborate on the same issue without revealing the identities.        

            Hello,

            Indeed, for customer support, it would be very great to have this feature on Service Desk.

            How can we push this feature on top ?

            Thanks,

            Thibaut

            Tib (Inactive) added a comment - Hello, Indeed, for customer support, it would be very great to have this feature on Service Desk. How can we push this feature on top ? Thanks, Thibaut

            -AM- added a comment -

            It's a very common use case that Level 2 oder Level 3 service persons are participating in a customer request by asking more detailed questions or provide very detailed input.

            In JIRA Service Desk, the current assignee have to copy / paste the internal comments (provided by the contributors) to make it visible for the customers.

            What we are looking for: the option that a JSD agent (which is not the current assignee)

            • can either make a internal comment visible, which become visible as commented by a generic name e.g. "contributor"
              • no more copy / paste
            • or add a public visible comment, but always based on a generic name e.g. "contributor" (because agent is not the current assignee)

            This would save time and enable teams to collaborate on the same issue without revealing the identities of the participants.

            -AM- added a comment - It's a very common use case that Level 2 oder Level 3 service persons are participating in a customer request by asking more detailed questions or provide very detailed input. In JIRA Service Desk, the current assignee have to copy / paste the internal comments (provided by the contributors) to make it visible for the customers. What we are looking for: the option that a JSD agent (which is not the current assignee) can either make a internal comment visible, which become visible as commented by a generic name e.g. "contributor" no more copy / paste or add a public visible comment, but always based on a generic name e.g. "contributor" (because agent is not the current assignee) This would save time and enable teams to collaborate on the same issue without revealing the identities of the participants.

              Unassigned Unassigned
              mnassette MJ (Inactive)
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                Created:
                Updated: