Zendesk for Customer Service agents: How to solve tickets in Zendesk Support by Rebehn Nils

Author:Rebehn, Nils [Rebehn, Nils]
Language: eng
Format: epub
Publisher: Independent Publishing Network
Published: 2021-05-30T16:00:00+00:00

Setting photo and signature

Some elements from your Agent profile are visible to the Customer when you reply to tickets. We’ll have a closer look at what these are, and where to find and how to update them.

We will build on the previous chapter, going over the aspects of your Agent profile. By default, you as an Agent have the privileges to edit the following parts.

Your name

The name of your user is on the main window of your profile. Here you see your real name—unless you choose something else during the registration for your trial. This is your user name by which other Agents can find your profile. For example, if someone wants to assign a ticket to you, this name will show up in the list of Assignees.

It will be displayed to everyone in Zendesk. And when you reply to a Customer, this is the name they will see as the sender or person responding—unless you set an alias.

The alias

The alias is a standard user field for Agents. You’ll find it in the left panel of the Agent profile. Here you can enter an alternative name, a pseudonym, or a nickname. Or, just your first name instead of your full title of nobility (which might be too hard to spell or too long to read).

Your alias will be shown to End Users when replying to email tickets, posts, and comments. And, if you set an alias, this will be displayed instead of your user name. Leave this blank if you want to use your real (user) name.

People won’t be able to find you with your alias within Zendesk (unless your user name and alias is the same, of course).

Tip : If you work in Customer Support, you might not be comfortable sharing your full name. The alias is a good way to mitigate this and protect your privacy. Check with your company's policy on what is allowed or recommended to use.

I’ve seen the alias being used to create a more personal experience using just first names. Some companies or CS teams prefer it this way or for a more technical reason–such as an unusual or difficult name.

Profile photo

Next to your user name in the main window of your Agent profile, you can set your profile photo. Other Agents can see this in Zendesk and End Users in email notifications and when you leave comments in the Zendesk help centre.

Based on my experience, I can highly recommend using a good picture here. It can create a better, more personal experience for the Requester. But check with your company regarding any policies here. Some teams use neutral avatars or just a company logo.

Tip : Your profile picture will be set (and overwritten) if you have a Gravatar account. This is a service linked to WordPress. Users can upload photos there to use as an avatar across several platforms. However, a profile picture set in Gravatar will override the one you load into Zendesk; this can lead to confusion.

Your signature

The signature is another standard user field in the Agent profile.

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