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Hide agent name in last replier section
Posted: Sat Jan 25, 2025 8:55 pm
by ztank
HESK 3.5.2
Is it possible to hide the agent name in last replier section when a customer visit hist ticket page?
Or at least have an option to make it something generic such as:
Last replier: Support Team or Support Agent or something like that
Thanks.
Re: Hide agent name in last replier section
Posted: Sun Jan 26, 2025 8:49 am
by Klemen
Changing this
Code: Select all
if (empty($ticket['repliername']))
{
$ticket['repliername'] = $hesklang['staff'];
}
to this
Code: Select all
$ticket['repliername'] = $hesklang['staff'];
inside ticket.php should do the trick.
Re: Hide agent name in last replier section
Posted: Sun Jan 26, 2025 9:10 am
by ztank
Thanks for the solution.
Would you consider to add this enhancement if future releases?
Thanks.
Re: Hide agent name in last replier section
Posted: Sun Jan 26, 2025 9:30 am
by Klemen
We have to be careful when adding new settings and features because anything we add must then be maintained forever.
Is there a need for such a feature by others? It hasn't been requested yet.
Re: Hide agent name in last replier section
Posted: Sun Jan 26, 2025 9:46 am
by ztank
I think it would be better for agents to be able to protect their privacy and generalities such as the name and last name or eventually to provide the possibility to let them pick a nickname which is going to be the one showed open when they reply to the customer. Or as you’ve already provided have a Setting that replace the agent names with staff.
My two cents.
Thanks.
Re: Hide agent name in last replier section
Posted: Sun Jan 26, 2025 9:51 am
by Klemen
A nickname makes sense, yes. Will consider, but not a priority right now.