Just updated v1.10.4 and noticed that in agent support ticket view, the thread no longer shows the agents name, its showing every agent interaction as "support ticket system" which is the helpdesk name.Any suggestions on how to troubleshoot or fix this, now we cant see which agent posted a comment or requested specific action :(blank

You might have the Agent Identity Masking onit's underSettings>Agents>Settings>Agent Identity MaskingIf the Checkbox is checked it's Hides agent's name on the responses

Please let us know if that fixes your issue.

Thanks for the suggestionI do have it on, but it should be hiding it from customers view, not from the agent view.Also, if I turn it off, its still showing the helpdesk name, not the agents name

So I just went and checked my production 1.10.4.  I do not have this problem that you are describing and we also have Admin panel -> Settings -> Agents -> Agent Identity Masking on.So... Did the agent change their name?

@[deleted]Yea....the only way this can happen is if the Agent's account name was edited/changed. (I've never seen this before.)Cheers.

If I recall, there was a bug in the previous version that would show the agents name to customers even when it was disabled in settings, and i had to do a small edit to hide them, but it was a client view edit and on the agent, view names were still shown. I don't recall which file it was now, but perhaps that has something to do with it.edit - this was ithttps://github.com/osTicket/osTicket/issues/3524

I just checked, and i guess that bug has not been fixed yet because agent names are being shown again on the client view :(seems the exact opposite of how i need it working  

7 days later

@[deleted]...I created a fix mentioned in the issue you just posted above. You can find the fix here:https://github.com/osTicket/osTicket/pull/4008Cheers.

Thanks @[deleted], I actually performed a clean install of OSTicket with the current release and its solved the original post issue (masking on agent view but not on client view), but the client view masking issue was still there. I will give the client view fix a go next week (travelling at the moment).

6 days later

patched the 2 files and the agent names are now showing "staff" , so that works great, thanks!not critical, but was wondering where the name is specified and if it was possible to change it for example from "staff" to "support agent" ?

3 years later

I understand this thread is quite old. However, I would love to know if there is a fix for the request above.
If it's possible to change "staff" to something like "Company name"

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