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  1. Jira Service Management Data Center
  2. JSDSERVER-3308

Ability to hide agent name in customer portal

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • None
    • Customer Portal
    • 9
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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 Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      As a company, we don't want the customer to see the concrete name of the agent (or 2nd Level Support) who is working on a ticket

      Because we don't want the customers to get in contact with a concrete agent next time (i.e. by phone)

      how can we hide the agents name in the customer portal?

      There should be a toggle in the admin panel to control showing or hiding user names in the portal.
      When "hiding" is enabled, every entry could be named with "Service Desk Team" for example.

          Form Name

            [JSDSERVER-3308] Ability to hide agent name in customer portal

            Operations Dept added a comment -

            This is really a must-have for any company dealing with external customers. Please fix this?

            Operations Dept added a comment - This is really a must-have for any company dealing with external customers. Please fix this?

            L.M. added a comment -

            Really interested in having this implemented

            L.M. added a comment - Really interested in having this implemented

            Phil Evans added a comment -

            @Igrar you are talking about Jira Cloud I guess

            Phil Evans added a comment - @Igrar you are talking about Jira Cloud I guess

            Igrar added a comment -

            Hi Arun, 

            That can be done from Profile – Manage your account – Profile and visibility. If your account is not manageable, you won't see the organization option to restrict your full name to it. 

            Igrar added a comment - Hi Arun,  That can be done from Profile – Manage your account – Profile and visibility. If your account is not manageable, you won't see the organization option to restrict your full name to it. 

            Arun Nayak added a comment -

            HI Igrar,

            Tried to search the option you suggested to update in profile section but nothing found, if you can share the screen shots it may help.

            Thanks

            Arun

            Arun Nayak added a comment - HI Igrar, Tried to search the option you suggested to update in profile section but nothing found, if you can share the screen shots it may help. Thanks Arun

            Igrar added a comment - - edited

            Hi Community, 

             

            To solve it, go to profile section and restrict your Full name to your instance only. Also, change the public name to the desired one. 

             

            For email notifications, you can just delete the smart value showing the event username for customer notifications. Hope it will help. 

            Igrar added a comment - - edited Hi Community,    To solve it, go to profile section and restrict your Full name to your instance only. Also, change the public name to the desired one.    For email notifications, you can just delete the smart value showing the event username for customer notifications. Hope it will help. 

            Thibault added a comment -

            Also, really interested to have this feature for external exchange

            Thibault added a comment - Also, really interested to have this feature for external exchange

            Erica Lebrun added a comment - - edited

            Yes, we are also interested in hiding the agent's name, especially in notification emails to the customer.

            Erica Lebrun added a comment - - edited Yes, we are also interested in hiding the agent's name, especially in notification emails to the customer.

            mireille lethimonier added a comment -

            this is really important to hide the agent name in the notification sent to our customers .

            @Phil Evans , what kind of workaround have you implemented to hide agent name , I'm interested to know ?

             

            mireille lethimonier added a comment - this is really important to hide the agent name in the notification sent to our customers . @Phil Evans , what kind of workaround have you implemented to hide agent name , I'm interested to know ?  

            Phil Evans added a comment -

            We made a workaround

            but the amount of further "crutches" we have to do because of it and because of not being able to hide the name by default is just unbelievable.

            Phil Evans added a comment - We made a workaround but the amount of further "crutches" we have to do because of it and because of not being able to hide the name by default is just unbelievable.

              Unassigned Unassigned
              25c1ed402fee Stephan Kaps
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                Created:
                Updated: