Need for the ability to restrict agents from changing display name and aliases | The place for Zendesk users to come together and share
Skip to main content
Feedback submitted

Need for the ability to restrict agents from changing display name and aliases

Related products:Admin center
  • July 28, 2025
  • 3 replies
  • 10 views
Rob20

I can see this has previously been flagged here: https://support.zendesk.com/hc/en-us/community/posts/4409222690586-Restrict-agents-from-changing-Display-Name 

 

But i want to take the opportunity to re-raise this issue.  From a point of legal and admin concern whereby we notice numerous agents incorrectly changing their name or alias for one reason or another. Not only does this cause issues for reporting and admin but also potential PR concerns as aliases are user facing. 

 

Due to the size of the organisation, flagging and chasing agents is unproductive and we'd need a more tech supported solution.   

    3 replies

    Shawna James
    • Shawna JamesCommunity Manager
    • Community Manager
    • July 29, 2025
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
     
      K
      • Kévin12
      • Newcomer
      • August 6, 2025

      Hello, 
       

      I believe it's particularly important that agents should not have the ability to change their profile name.
      We previously encountered a situation where the same agent appeared twice in the reporting under two different names, which distorted the statistics. Unfortunately, it took some time before we noticed the issue, which made the analysis more difficult.
      For this reason, I strongly recommend that only administrators be allowed to manage this type of information.


      Best regards,

      Alina12
      • Alina12Product Manager
      • Product Manager
      • April 15, 2026

      Hi there, I wanted to provide an update that we have released this functionality. The announcement details the feature release. Thank you all for your feedback!

      Terms & ConditionsAccessibility statement